Rotherhithe Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Rotherhithe Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By making a booking, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
These terms apply to all services supplied by Rotherhithe Carpet Cleaners, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and related services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer or you means the person, company or organisation requesting services from Rotherhithe Carpet Cleaners.
Company, we or us means Rotherhithe Carpet Cleaners, the provider of the cleaning services.
Services means any cleaning services provided by the Company to the Customer.
Service Area means the geographical areas in which the Company operates and is willing to provide Services, as determined by the Company from time to time.
Premises means the property or properties where the Services are to be carried out.
Agreement means the contract between the Customer and the Company for the provision of Services, incorporating these Terms and Conditions and any written or verbal confirmation of booking.
2. Booking Process
2.1 Bookings may be made by contacting the Company through its accepted communication channels and providing details of the required Services, the Premises address, preferred dates and times, and any relevant access information.
2.2 All bookings are subject to availability and to confirmation by the Company. The Company reserves the right to refuse any booking at its discretion.
2.3 The Customer is responsible for ensuring that all information supplied at the time of booking is accurate, complete and up to date. This includes contact details, property access arrangements, parking information and a clear description of the areas to be cleaned.
2.4 The Company may provide a quotation based on the information supplied by the Customer. Quotations are given in good faith but may be adjusted if, upon arrival, the Premises or required work differ materially from the description provided.
2.5 Any estimated duration of the Services given at the time of booking is an estimate only and may be subject to change depending on the condition of the carpets, upholstery or other surfaces and the size and layout of the Premises.
3. Access to the Premises and Parking
3.1 The Customer must ensure that the Company and its operatives have safe and reasonable access to the Premises at the agreed date and time.
3.2 The Customer is responsible for arranging suitable parking for the Company s vehicle as close as reasonably possible to the Premises. Any parking charges or permits required are the responsibility of the Customer and may be added to the final invoice if paid by the Company on the Customer s behalf.
3.3 If the Company is unable to gain access to the Premises or suitable parking is not available, the appointment may be treated as a late cancellation and the relevant cancellation charges may apply.
4. Customer Responsibilities Before and During Service
4.1 The Customer must remove from the areas to be cleaned any fragile items, valuables, breakables and small furniture that can be reasonably moved prior to the arrival of the Company s operatives.
4.2 The Company will not be responsible for moving heavy, delicate or permanently fixed items including but not limited to large furniture, electrical appliances, pianos, aquariums, or items fixed to walls or floors, unless expressly agreed in advance.
4.3 The Customer should inform the Company of any known defects, loose fittings, pre existing damage, stains, shrinkage risk or specific concerns relating to the carpets, rugs, upholstery or flooring before the work begins.
4.4 Children, pets and other occupants should be kept away from the work areas for the duration of the Service and while carpets and upholstery are drying, for health and safety reasons.
5. Scope of Services
5.1 The Company will perform the Services with reasonable skill and care, using appropriate cleaning methods, solutions and equipment that are suitable for the identified materials insofar as the Customer has correctly described those materials.
5.2 While the Company will use its professional expertise to treat stains and soiling, stain removal cannot be guaranteed. Some stains are permanent or may only be partially removable, depending on their nature, age and prior treatment.
5.3 The Company does not guarantee removal of odours, allergens or contaminants where these are deeply ingrained or caused by structural issues, pets, mould, or repeated contamination.
5.4 Drying times given by the Company are estimates and can vary depending on ventilation, humidity, temperature, carpet or fabric type, and the extent of soiling.
5.5 Any additional Services requested on site that were not included in the original booking may be carried out at the Company s discretion and may incur extra charges.
6. Prices, Quotations and Payment Terms
6.1 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of any applicable taxes.
6.2 Quotations are based on the information supplied by the Customer and on the assumption that the Premises are in a reasonable state and that access is straightforward. If the actual condition or size of the areas to be cleaned is significantly different, the Company reserves the right to adjust the price accordingly before commencing work.
6.3 The Company may require a deposit or prepayment to secure a booking. Any such requirement will be communicated at the time of booking.
6.4 Unless otherwise agreed in writing, payment is due in full upon completion of the Services on the day of the appointment. The Customer must ensure that payment is made via an accepted payment method.
6.5 For commercial Customers, alternative payment terms may be agreed in writing. If no such agreement is in place, payment is due upon completion.
6.6 If the Customer fails to make payment on the due date, the Company reserves the right to charge interest on the outstanding amount and to recover all reasonable costs incurred in the collection of overdue amounts.
7. Cancellations, Rescheduling and No Show
7.1 The Customer may cancel or reschedule a booking by providing notice to the Company. Specific notice requirements and any applicable charges will be communicated at the time of booking.
7.2 If the Customer cancels or reschedules with insufficient notice, the Company may charge a cancellation fee to cover lost time and administrative costs.
7.3 If the Company arrives at the Premises and is unable to gain access, or if the Customer is not present where required for access or payment, the appointment may be treated as cancelled on arrival and a call out or cancellation fee may be charged.
7.4 The Company reserves the right to cancel or reschedule a booking in the event of circumstances beyond its control, including but not limited to severe weather, illness, equipment failure, traffic disruption or operational issues. In such cases, the Company will offer an alternative appointment time as soon as reasonably possible and will not be liable for any indirect loss or inconvenience suffered by the Customer.
8. Health, Safety and Environmental Compliance
8.1 The Company will carry out the Services in compliance with applicable health and safety laws and regulations in the United Kingdom.
8.2 The Customer must inform the Company of any health and safety risks present at the Premises, including but not limited to hazardous materials, unsafe flooring, poor lighting, restricted access, or any other potential hazards.
8.3 The Company uses cleaning products that are appropriate for professional use. Safety data is available upon request. The Customer should notify the Company in advance of any allergies, sensitivities or other health concerns.
8.4 The Customer must not interfere with or misuse any equipment or materials used by the Company while the Services are being carried out.
9. Waste Handling and Regulations
9.1 The Company will manage any waste generated as a result of the Services in accordance with applicable UK waste management and environmental regulations.
9.2 Standard carpet and upholstery cleaning typically generates minimal waste, such as soiled water, disposable cloths or packaging from cleaning materials. The Company will dispose of such waste responsibly.
9.3 Where the Services involve removal of significant quantities of waste, such as old carpet offcuts, underlay, or contaminated materials, the Company will either:
a. Specify that the Customer is responsible for arranging appropriate disposal in accordance with local waste regulations, or
b. Arrange disposal itself and charge the Customer for any associated fees, as agreed in advance.
9.4 The Customer must not request the Company to dispose of items illegally or in a manner that breaches environmental laws. The Company reserves the right to refuse any request that may be unlawful or unsafe.
10. Damage, Liability and Insurance
10.1 The Company will exercise reasonable care when providing the Services, but the Customer accepts that there are inherent risks in cleaning certain materials, including but not limited to shrinkage, colour loss, pile distortion, texture change or reactions to previous treatments.
10.2 The Customer must notify the Company of any damage or issues that they believe have been caused by the Services within a reasonable time, and in any event no later than 48 hours after completion of the work, so that the Company has an opportunity to inspect and remedy where appropriate.
10.3 The Company s liability for damage to the Premises or their contents arising out of or in connection with the Services will be limited to the reasonable cost of repair or replacement, taking into account age, condition and fair wear and tear.
10.4 The Company will not be liable for:
a. Pre existing damage, wear, staining or defects, whether visible or not,
b. Any deterioration or damage arising from the condition of the fibres, backing, structure, installation or prior cleaning agents used on the carpets or upholstery,
c. Any indirect, consequential or economic loss, including but not limited to loss of profit, loss of business, or loss of enjoyment,
d. Any damage or loss arising from failure to follow aftercare advice, including advice about drying times, ventilation and use of the cleaned areas.
10.5 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 that cannot be excluded by law.
11. Complaints and Service Issues
11.1 The Company aims to provide a high standard of service throughout its UK service area. If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible.
11.2 Where a complaint is made within a reasonable time and is considered justified by the Company, the Company may, at its discretion, offer a re visit to rectify the issue, a partial refund, or another form of reasonable resolution.
11.3 The Customer agrees to allow the Company a reasonable opportunity to inspect and, where appropriate, correct any issues before the Customer engages third parties or undertakes remedial work themselves.
12. Fair Use and Reasonable Cooperation
12.1 The Customer agrees to cooperate reasonably with the Company and to ensure that the Premises are in a suitable state for the Services to be carried out efficiently.
12.2 The Company reserves the right to withdraw its operatives and cease work if they are subject to abuse, harassment, unsafe conditions or unreasonable demands. In such circumstances, the appointment may be treated as cancelled by the Customer and charges may apply.
13. Privacy and Data Handling
13.1 The Company will collect and process personal data from the Customer only to the extent necessary to manage bookings, provide Services, process payments and communicate about the Agreement.
13.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to keep Customer data secure and will not sell personal information to third parties.
14. Amendments to These Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer s booking will apply to that particular Agreement.
14.2 Any changes will be made available by the Company upon request and may be published through its usual communication channels.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any non contractual obligations arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 or formation.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
16.3 The Customer may not assign or transfer any of their rights or obligations under the Agreement without the prior written consent of the Company. The Company may assign or transfer its rights and obligations where reasonably necessary for business purposes, provided that this does not reduce the guarantees or protections afforded to the Customer under these Terms and Conditions.
16.4 These Terms and Conditions, together with any written or verbal confirmation of booking, constitute the entire agreement between the parties in relation to the Services and supersede any prior understandings or representations, whether oral or written.
