Ealing Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Ealing Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking or using any of 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 expressions have the meanings set out below.
Client means the individual or organisation booking or receiving cleaning services.
Company means Ealing Carpet Cleaners, the operator and provider of the cleaning services.
Services means the cleaning and related services supplied by the Company to the Client, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, and general floor or fabric cleaning.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor, or representative of the Company assigned to carry out the Services.
2. Scope of Services
The Company provides domestic and commercial cleaning services, primarily focused on carpets, rugs, upholstery, and related surfaces. The specific scope of each booking, including rooms, items, or areas to be cleaned, will be confirmed at the time of booking.
The Company reserves the right to decline any job that, in its reasonable opinion, poses a health or safety risk to Technicians or is not suitable for the methods and equipment used. The Client will be informed as soon as reasonably practicable if Services cannot be carried out as requested.
3. Booking Process
3.1 Bookings can be made by the Client through the Company’s accepted booking channels. By submitting a booking request, the Client confirms that they have the authority to engage the Company to perform the Services at the Premises.
3.2 All bookings are subject to availability and are not confirmed until the Company has issued a confirmation, which may include the agreed date, approximate time window, and price estimate or quote.
3.3 The Client must provide accurate information regarding the Premises and the work required, including but not limited to the number and size of rooms, types of carpets or upholstery, access details, parking arrangements, and any known issues such as heavy soiling, stains, infestation, or damage.
3.4 If on arrival the actual condition or size of the Premises differs materially from that described at the time of booking, the Company may adjust the price accordingly or decline to carry out part or all of the Services. Any such changes will be explained to the Client before work proceeds.
4. Access and Client Obligations
4.1 The Client must ensure that the Company and its Technicians have safe and reasonable access to the Premises at the agreed time. This includes arranging any necessary entry permissions, parking, gate codes, or keys in advance.
4.2 The Client is responsible for removing fragile or valuable items from the areas to be cleaned or clearly drawing them to the Technician’s attention. The Company is not responsible for moving heavy furniture or personal items unless expressly agreed in advance.
4.3 The Client must ensure that electricity and water are available at the Premises for the duration of the visit, where reasonably required to perform the Services.
4.4 If pets are present, the Client must ensure they are safely contained and do not interfere with the Technicians or the cleaning process.
5. Pricing, Estimates and Quotes
5.1 Prices may be provided as an estimate or a fixed quote, depending on the information supplied by the Client and the nature of the job.
5.2 Estimates are based on the information provided and the Company’s standard assumptions. If the actual work required is greater than anticipated, the price may be adjusted. The Technician will notify the Client and seek approval before carrying out additional chargeable work.
5.3 Fixed quotes will be honoured provided the description of the Premises and work required was accurate and there are no material changes on arrival. The Company reserves the right to revise a quote if the conditions differ significantly from those described.
5.4 All prices are stated in pounds sterling and, where applicable, will state whether they include or exclude VAT or other applicable taxes.
6. Payments
6.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit.
6.2 The Company accepts payment by methods offered at the time of booking or on-site, which may include card, bank transfer, or other recognised payment options. Cash may be accepted at the Company’s discretion.
6.3 For commercial Clients or larger jobs, the Company may require a deposit or full advance payment to secure the booking. Any such requirement will be communicated before confirmation.
6.4 If payment is not received on the due date, the Company reserves the right to charge interest on overdue amounts at the statutory rate and may suspend further Services until all sums are settled.
6.5 The Client is responsible for any bank charges or fees arising from returned or rejected payments.
7. Cancellations, Rescheduling and Access Failures
7.1 The Client may cancel or reschedule a booking by providing reasonable notice. The Company’s standard minimum notice period is 24 hours prior to the scheduled appointment time, unless a different period is stated in writing at the time of booking.
7.2 If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a late cancellation fee. This fee may be up to a reasonable proportion of the booked service price, reflecting costs and lost opportunity.
7.3 If the Technician is unable to access the Premises at the agreed time due to reasons within the Client’s control, including but not limited to absence, incorrect address, lack of keys, or restricted entry, this may be treated as a late cancellation and a call-out or cancellation fee may apply.
7.4 The Company will use reasonable endeavours to attend at the agreed time, but appointment times are approximate. The Company is not liable for minor delays caused by traffic or circumstances beyond its control. Where a substantial delay is expected, the Company will notify the Client and offer the option to reschedule.
7.5 The Company may cancel or reschedule a booking at any time if it is unable to provide the Services due to circumstances beyond its reasonable control, including extreme weather, accidents, illness, or equipment failure. In such cases, any deposit or prepayment will be refunded or applied to a rebooked appointment.
8. Service Standards and Limitations
8.1 The Company will perform the Services with reasonable care and skill, using methods and products appropriate for the type of surface and level of soiling, and taking into account manufacturer guidance where provided.
8.2 While every effort is made to achieve high-quality results, the Company cannot guarantee the complete removal of all stains, odours, or marks. The outcome may be affected by factors such as the age and type of stain, fibre composition, prior cleaning attempts, wear, fading, or underlying damage.
8.3 The Client acknowledges that certain stains or damage may become more visible after cleaning, particularly where dirt has previously masked wear or discolouration. The Company is not responsible for pre-existing defects in carpets, rugs, upholstery, underlay, or floor coverings.
8.4 The Client should follow any aftercare instructions provided by the Technician, including guidance on drying times and when areas may safely be walked on or used. The Company is not liable for damage or accidents arising from failure to follow such advice.
9. Damage, Liability and Insurance
9.1 The Company holds appropriate liability insurance in respect of the Services it provides. Details may be made available upon reasonable request.
9.2 The Client must report any alleged damage or issues arising from the Services in writing as soon as reasonably possible and, in any event, within 48 hours of completion of the work. The Client must give the Company a reasonable opportunity to inspect the issue and, where appropriate, attempt remedial action.
9.3 The Company’s liability for any proven damage caused by its negligence will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and fair wear and tear.
9.4 The Company will not be liable for the following.
Damage to items that the Technician has not been informed are fragile, of special value, or subject to specific care instructions.
Damage resulting from inherent defects, pre-existing wear, loose threads, weak seams, or colour instability.
Damage or loss arising from inaccurate information provided by the Client.
Indirect or consequential losses, including but not limited to loss of profit, loss of income, or loss of enjoyment.
9.5 Nothing in these Terms and Conditions limits or excludes any liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence, or for fraud.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle any waste generated in the course of providing the Services in compliance with applicable waste and environmental regulations.
10.2 The Company will not remove or dispose of large quantities of household waste, hazardous materials, clinical waste, sharps, asbestos, or other regulated substances. The Client is responsible for arranging appropriate specialist disposal for such materials where required.
10.3 Any waste or soiled materials collected by the Company during the cleaning process, such as extracted dirt, used cleaning solutions, or disposable cloths, will be managed and disposed of in accordance with relevant legal requirements and industry best practice.
11. Health and Safety
11.1 The Company operates in accordance with applicable health and safety laws and takes reasonable measures to ensure the safety of Technicians, Clients, and other occupants while Services are being performed.
11.2 The Client must inform the Company in advance of any health and safety risks at the Premises, such as loose floor coverings, exposed wiring, restricted ventilation, or the presence of hazardous substances.
11.3 The Company reserves the right to withdraw its Technicians from any situation that, in their reasonable opinion, presents a serious or immediate risk to health or safety. In such cases, part or all of the booking may be cancelled and a reasonable charge may apply for the time spent on-site.
12. Complaints and Dispute Resolution
12.1 The Company aims to provide a high standard of service. If the Client is dissatisfied, they should contact the Company as soon as possible with full details of the concern.
12.2 The Company will investigate complaints promptly and, where a shortfall in service is identified, may at its discretion offer a re-clean of the affected area or another appropriate remedy.
12.3 If a dispute cannot be resolved directly between the parties, both the Client and the Company may consider using mediation or other alternative dispute resolution methods before pursuing court proceedings, where this is appropriate and available.
13. Data Protection and Privacy
13.1 The Company collects and processes personal data necessary for the provision of Services, including contact details, booking information, and payment records, in accordance with applicable data protection laws.
13.2 Personal data will be used for administration of bookings, delivery of Services, customer service, and legal compliance. It will not be sold to third parties. Data may be shared with trusted service providers where required for payment processing or operational purposes.
13.3 The Client has certain rights with respect to their personal data, including the right to access and correct information held about them, subject to legal limitations.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or business practices.
14.2 The version of the Terms and Conditions in force at the time of the Client’s booking will apply to that booking, unless a change is required by law or the parties agree otherwise.
15. Governing Law and Jurisdiction
15.1 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.
15.2 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
16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall remain 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 constitute a waiver of that or any other right or remedy.
16.3 The Client may not assign or transfer their 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 reasonably necessary for the provision of the Services, provided that this does not reduce the level of protection afforded to the Client.
16.4 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.
