Carpet Cleaning Docklands Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaning Docklands provides carpet and related cleaning services to residential and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services provided unless otherwise agreed in writing.

1. Definitions

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

Customer means the person, company or organisation booking or receiving the services.

Company means Carpet Cleaning Docklands, the provider of the services.

Premises means the property, rooms, areas or locations where the services are to be carried out.

Services means carpet cleaning and any additional or related cleaning services that the Company agrees to provide.

Booking means a confirmed appointment for services, whether made online, in writing or verbally.

2. Scope of Services

The Company provides professional carpet cleaning and related services within its service area. The specific services to be carried out will be agreed at the time of booking, based on the information provided by the Customer.

The Company may offer, for example, carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, deodorising and related services. Not all services are available in all areas and availability may vary. The Company reserves the right to refuse or discontinue any service where it reasonably considers the work to be unsafe, unlawful or beyond its standard scope.

3. Booking Process

A Booking is made when the Customer requests services and the Company confirms the date, time and scope of work. Bookings may be arranged by any method made available by the Company from time to time.

The Customer must provide accurate information about the Premises and the items to be cleaned, including approximate room sizes, type of flooring, condition of carpets and any particular stains, odours or damage. The Company relies on this information to estimate the duration and cost of the work.

The Company may request access details, such as entry codes or instructions for a concierge, and any parking information relevant to the Premises. The Customer is responsible for ensuring that access is available at the agreed time.

The Company may issue a written or electronic confirmation of the Booking. It is the Customer’s responsibility to check the details and notify the Company promptly of any errors or changes required.

4. Estimates and Pricing

Any prices or estimates given prior to the commencement of the services are based on the information provided by the Customer and on typical conditions. They do not constitute a binding quotation if the information is incomplete or inaccurate, or if the actual condition of the carpets, rugs or upholstery differs materially from that described.

The Company reserves the right to revise the price if, upon arrival, it reasonably determines that the work required is more extensive, time-consuming or complex than originally anticipated. In such cases, the Customer will be informed before the work continues. If the Customer does not agree to the revised price, the Company may cancel the Booking, and a call-out or cancellation charge may apply.

Prices may be based on property size, number of rooms, item type, level of soiling, stain treatment requirements and access conditions. Any promotions or discounts are subject to specific terms and may be withdrawn at any time.

5. Access and Customer Responsibilities

The Customer must ensure that the Company has safe and timely access to the Premises at the agreed time. This includes ensuring someone is present to grant access, or that clear arrangements have been made in advance for keys or alternative entry.

The Customer should ensure that the Premises have sufficient lighting, electricity and, where appropriate, running water for the equipment used. The Company is not responsible for delays or incomplete work arising from the absence of necessary utilities or safe access.

The Customer is responsible for moving small and light furniture or personal items that may obstruct access to carpets or areas to be cleaned, unless otherwise agreed. The Company may, at its discretion, assist with the moving of certain items, but is not obliged to move heavy, fragile or valuable items such as pianos, large cabinets, aquariums, antiques or electronic equipment.

The Customer must inform the Company of any pre-existing damage, loose fittings, defects or special conditions relating to carpets, rugs, upholstery or flooring, including colour fading, weakened fibres, previous stains, water damage or shrinkage risks. The Company will not be liable for issues arising from conditions that have not been disclosed or that could not reasonably be identified prior to commencing work.

6. Payments and Charges

Unless otherwise agreed in writing, payment is due immediately upon completion of the services. The Company may accept various forms of payment as notified to the Customer, such as card payments or bank transfers. Cash payments may be declined at the Company’s discretion.

The Company may require a deposit or advance payment for certain bookings, particularly for larger jobs, commercial work or where specialist equipment is required. Any such requirement will be communicated at the time of booking. Deposits may be non-refundable in certain circumstances as set out in the cancellation terms.

If payment is not made on the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate, together with reasonable administrative costs associated with pursuing the debt.

For commercial Customers, additional payment terms may be agreed in writing. Failure to pay in accordance with the agreed terms may result in suspension of services and the commencement of debt recovery procedures.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a Booking by giving notice to the Company. To avoid cancellation charges, the Customer should provide as much notice as reasonably possible and, in any event, no less than the minimum notice period specified by the Company from time to time.

If the Customer cancels or reschedules with insufficient notice, the Company may charge a cancellation fee. This fee may be a fixed amount or a percentage of the estimated service cost, designed to reflect the Company’s loss of opportunity and administrative expenses.

If the Customer fails to provide access to the Premises at the agreed time, or if the Company is unable to carry out the services due to circumstances within the Customer’s control, this may be treated as a late cancellation and the relevant charges may apply.

The Company reserves the right to cancel or reschedule a Booking where necessary due to staff illness, equipment failure, severe weather, safety concerns or other circumstances beyond its reasonable control. In such cases, the Company will seek to offer an alternative appointment but will not be liable for any indirect losses suffered by the Customer as a result of the cancellation or delay.

8. Service Standard and Limitations

The Company aims to provide services with reasonable skill and care, using products and methods appropriate for professional carpet cleaning. However, the Customer acknowledges that:

Not all stains, soiling or odours can be fully removed, and no guarantee is given that any particular result will be achieved.

Existing wear, fading, discolouration or damage may become more visible after cleaning.

Some carpets, rugs or upholstery materials may react unexpectedly to cleaning solutions or processes due to age, composition, dyes, prior treatments or unknown factors.

The Company will carry out a visual inspection and, where appropriate, may conduct small tests before proceeding. The Customer authorises the Company to carry out such tests and acknowledges that they are not infallible.

The Company may refuse to treat certain stains or materials if, in its professional opinion, the risk of damage is too high. In such cases, the Company will discuss alternatives with the Customer where possible.

9. Damage and Liability

The Company will take reasonable care when providing the services but will not be liable for:

Normal wear and tear or deterioration that would have occurred in any event.

Pre-existing damage, defects or conditions of the Premises, carpets, rugs, upholstery or fittings, whether visible or hidden.

Discolouration, shrinkage, distortion or other changes that arise from the inherent nature of the material or from previous treatments or contamination.

Losses resulting from the Customer’s failure to follow advice or instructions given by the Company, including aftercare guidance such as recommended drying times.

The Company’s total liability for any loss or damage arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable by the Customer for the specific Booking in which the incident occurred, except where liability cannot lawfully be limited.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.

10. Complaints and Claims

If the Customer is dissatisfied with any aspect of the services, they should notify the Company as soon as reasonably practicable, preferably within 24 hours of completion. The Company will investigate and, where appropriate, may offer to re-attend the Premises to assess or rectify the issue.

The Customer must allow the Company a reasonable opportunity to inspect and, if appropriate, correct any alleged defect in the services before arranging any third-party remedial work. Failure to do so may limit or extinguish any liability of the Company.

Any claim for loss or damage must be made within a reasonable time and supported by evidence. The Company may request photographs, receipts or access to inspect the alleged damage. Claims raised long after the date of service may be more difficult to verify and may not be accepted.

11. Waste Handling and Environmental Regulations

The Company will handle waste water, cleaning residues and other by-products of the services in a manner that complies with applicable waste and environmental regulations in the United Kingdom.

Where possible, waste water will be discharged into appropriate drainage systems at the Premises, in line with local guidelines. The Customer agrees to permit the use of suitable sinks, drains or external drainage points where required and safe to do so.

The Company does not normally remove solid waste, household rubbish or hazardous materials from the Premises unless this has been expressly agreed as part of a separate service. The Customer remains responsible for the safe disposal of any items not generated by the Company’s activities.

The Customer must inform the Company of any known contamination, hazardous substances or special conditions relevant to waste handling. The Company may refuse to carry out work where it reasonably believes that health, safety or environmental regulations might be compromised.

12. Health and Safety

The Company will take reasonable steps to protect the health and safety of its staff, the Customer and any other persons present at the Premises during the provision of services.

Certain cleaning processes may leave carpets or hard floors damp or wet for a period after completion. The Customer is responsible for ensuring that these areas are clearly identified and used with caution to minimise the risk of slips or falls.

The Customer must keep children, pets and vulnerable persons away from work areas and equipment during the service and until any treated surfaces are dry and safe to use.

13. Privacy and Data Protection

The Company may collect and process personal information about the Customer, such as name, address and contact details, for the purpose of arranging and delivering services, handling payments and managing customer relationships.

The Company will take reasonable steps to safeguard personal data and will not sell or share such information with third parties except where necessary to provide the services, comply with legal obligations or with the Customer’s consent.

By making a Booking, the Customer consents to the Company using their contact details for service-related communications. The Customer may request that the Company stops sending non-essential marketing messages at any time.

14. Amendments to Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Booking will apply to that Booking. The latest version may be provided on request.

Continued use of the Company’s services following notice of any changes will constitute acceptance of the revised Terms and Conditions.

15. Governing Law and Jurisdiction

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.

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.

16. General Provisions

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.

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 understandings or arrangements, whether oral or written.

By proceeding with a Booking, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.