Carpet Cleaners Islington Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Carpet Cleaners Islington 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 placing a booking.

1. Definitions

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

1.1 Company means Carpet Cleaners Islington, the cleaning service provider.

1.2 Customer means any individual, business or organisation that requests or receives services from the Company.

1.3 Services means carpet cleaning, rug cleaning, upholstery cleaning, stain and odour treatment, and any other related cleaning services agreed between the Company and the Customer.

1.4 Premises means the property or location where the Services are to be carried out.

1.5 Cleaning Operative means any employee, contractor or representative engaged by the Company to carry out the Services.

1.6 Agreement means the contract formed between the Company and the Customer when a booking is confirmed.

2. Scope of Services

2.1 The Company will provide the Services as described at the time of booking and as confirmed in the booking confirmation. The exact scope may include standard carpet cleaning, deep cleaning, spot and stain treatment, upholstery cleaning and other related services as requested.

2.2 The Company reserves the right to refuse any job that it considers to be unsafe, unsuitable, or beyond the reasonable capability of the Services offered, including where materials are too delicate, extensively damaged, or where access is unsafe.

2.3 The Customer is responsible for ensuring that the Premises are suitable for the performance of the Services, including providing safe access to all areas to be cleaned.

3. Booking Process

3.1 Bookings may be requested by the Customer through the Company’s approved booking channels. A booking is not confirmed until the Company has accepted the request and has provided confirmation of the date, time and services to be carried out.

3.2 When making a booking, the Customer must provide accurate and complete information, including the type and size of the areas to be cleaned, the condition of carpets or upholstery, any particular stains or issues, and any access restrictions.

3.3 The Company may amend the quoted price if the information provided by the Customer is inaccurate or incomplete, or if additional areas or services are requested on arrival at the Premises. Any revised price will be agreed with the Customer before the work proceeds.

3.4 The Customer must ensure that a responsible adult is present at the Premises at the agreed start time of the Services, unless otherwise agreed in advance.

3.5 The Company will make reasonable efforts to attend the Premises at the agreed time. However, time is not of the essence and appointments may be subject to change due to traffic, weather, or other unforeseen circumstances. The Company will notify the Customer of any significant delays or the need to reschedule.

4. Pricing and Quotations

4.1 All prices are provided in advance based on the information supplied by the Customer. Prices may be given as fixed fees, minimum call-out charges or approximate estimates depending on the nature of the work.

4.2 Quotations are valid for a fixed period as stated at the time of issue. If no period is specified, quotations are valid for 30 days from the date of issue, subject to availability of appointments.

4.3 The Company reserves the right to apply a minimum charge for small jobs or call-outs, which will be communicated to the Customer prior to booking.

4.4 Additional charges may apply for heavily soiled areas, specialised stain treatments, access difficulties, parking costs, congestion charges or where the work extends beyond the scope originally agreed.

5. Payments and Invoicing

5.1 Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Premises.

5.2 The Company may accept various forms of payment, including cashless electronic methods, as specified at the time of booking. The Customer is responsible for ensuring that sufficient funds are available and that the chosen payment method is valid.

5.3 For commercial customers or larger projects, the Company may issue an invoice with specified payment terms. Invoices must be paid in full within the time stated on the invoice.

5.4 The Company reserves the right to request a deposit or advance payment to secure a booking, particularly for large or specialist jobs. Any such requirement will be communicated before the booking is confirmed.

5.5 If payment is not made on the due date, the Company reserves the right to charge interest on the outstanding amount and to recover any reasonable costs of debt collection.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice.

6.2 For standard residential bookings, a minimum of 24 hours’ notice is required for cancellation or rescheduling without charge. The Company may apply different notice periods for larger, commercial or specialist jobs, which will be notified at the time of booking.

6.3 If the Customer cancels or reschedules a booking with less than the required notice period, the Company reserves the right to charge a late cancellation fee, up to a reasonable proportion of the quoted service price, to cover lost appointment time and administrative costs.

6.4 If the Cleaning Operative is unable to gain access to the Premises at the agreed time due to the Customer’s act or omission, this may be treated as a late cancellation and the relevant fee may apply.

6.5 The Company may cancel or reschedule a booking at any time due to operational reasons, health and safety concerns, extreme weather, staff illness or other circumstances beyond its reasonable control. The Company will endeavour to provide an alternative appointment time as soon as reasonably practicable.

7. Customer Obligations

7.1 The Customer must provide safe and reasonable access to the Premises, including any necessary entry codes, keys or instructions, and must inform the Company of any alarms, security systems or access restrictions in advance.

7.2 The Customer must ensure that the Premises are free from hazards that could pose a risk to the Cleaning Operatives, including exposed wiring, unsafe flooring, aggressive pets, or the presence of hazardous substances.

7.3 The Customer is responsible for securing any valuables, fragile items and personal possessions before the Services commence. The Company does not accept responsibility for items left unsecured.

7.4 The Customer should move light furniture and personal items from the areas to be cleaned, where reasonably possible. If the Customer requires the Cleaning Operatives to move certain items, this must be agreed on site and will be done at the Customer’s own risk.

7.5 The Customer must provide access to electricity and water at the Premises, unless otherwise agreed.

8. Quality of Service and Limitations

8.1 The Company will use reasonable care and skill in providing the Services and will use appropriate cleaning methods and products for the type of material treated.

8.2 While the Company will make every reasonable effort to remove or reduce stains, odours and soiling, complete removal cannot be guaranteed, particularly where staining is permanent, has been present for a long time, or where the material has been previously damaged or treated with unsuitable products.

8.3 The Customer acknowledges that certain materials are more delicate or susceptible to wear, shrinkage or colour change. The Company will endeavour to assess suitability before proceeding, but cannot be held liable where there is a pre-existing risk intrinsic to the material or its condition.

8.4 The drying times for carpets and upholstery will vary depending on ventilation, temperature, pile thickness and level of soiling. The Company cannot guarantee specific drying times and the Customer is responsible for providing adequate ventilation and following any aftercare advice given.

8.5 Any concerns about the quality of the Services must be reported to the Company as soon as possible and within a reasonable time after completion, to allow the Company the opportunity to inspect and, where appropriate, re-attend and address the issue.

9. Liability and Insurance

9.1 The Company will maintain appropriate public liability insurance in respect of its Services.

9.2 The Company will not be liable for any loss or damage arising from inaccurate information provided by the Customer, failure to follow the Company’s instructions or aftercare advice, or the presence of inherent defects, wear, damage or deterioration in carpets, upholstery or other materials.

9.3 The Company will not be liable for normal wear and tear or for incidental damage to items that the Cleaning Operatives are requested to move, unless caused by negligence.

9.4 The Company’s total liability in respect of any loss or damage arising from the provision of the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the cost of re-performing the Services in question or the amount actually paid by the Customer for those Services.

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

10. Waste Handling and Environmental Regulations

10.1 The Company will handle waste water, residues and any collected debris from the cleaning process in accordance with applicable environmental and waste regulations.

10.2 In most cases, waste water from carpet and upholstery cleaning will be discharged through appropriate drainage at the Premises, using facilities provided by the Customer. The Customer agrees to permit such use of drains and is responsible for ensuring they are in suitable working order.

10.3 Where specific regulations apply to the Premises, such as for certain commercial or managed properties, the Customer must inform the Company in advance of any restrictions on waste water discharge or waste disposal.

10.4 If additional arrangements are required for the lawful disposal of waste, including collection and transportation off-site, the Company reserves the right to charge a reasonable additional fee to cover associated costs and compliance obligations.

10.5 The Company will use cleaning products in line with manufacturer guidance and relevant safety standards, and will take reasonable steps to minimise environmental impact where practicable.

11. Health and Safety

11.1 The Company will take reasonable measures to protect the health and safety of its Cleaning Operatives, the Customer and any occupants of the Premises during the performance of the Services.

11.2 The Customer must immediately inform the Cleaning Operatives of any known health and safety risks at the Premises, including the presence of hazardous materials, structural issues or any areas that are unsafe to access.

11.3 During and after cleaning, floors and carpets may remain damp and slippery for a period of time. The Customer is responsible for taking reasonable precautions, such as restricting access to recently cleaned areas until they are safe to walk on.

12. Property Damage and Breakages

12.1 The Customer must notify the Company of any alleged damage to property or breakages as soon as reasonably practicable after becoming aware of the issue, and no later than a reasonable time after completion of the Services.

12.2 The Customer must allow the Company a reasonable opportunity to inspect any alleged damage or breakages before any repair or replacement is undertaken. Failure to do so may limit the Company’s ability to assess and, where appropriate, remedy the situation.

12.3 Where damage is shown to have been caused by the negligence of the Company or its Cleaning Operatives, the Company will, at its discretion, arrange repair, replacement or fair compensation, subject to the limits of liability set out in these Terms and Conditions.

13. Complaints and Dispute Resolution

13.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied, they should raise their concerns with the Company as soon as possible, providing details of the issue and any supporting information.

13.2 The Company will investigate complaints promptly and will aim to reach a fair and reasonable resolution, which may include a re-clean of affected areas, a partial refund or other appropriate remedy, at the Company’s discretion.

13.3 If a dispute cannot be resolved directly, both parties agree to consider reasonable alternative dispute resolution options before commencing formal legal proceedings, where practical.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data about Customers for the purposes of managing bookings, providing Services, handling payments and maintaining records.

14.2 The Company will handle personal data in accordance with applicable data protection laws and will take reasonable measures to keep such data secure and confidential.

14.3 The Customer is responsible for ensuring that any personal data they provide is accurate and up to date.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated and will apply to Services booked after that date.

15.2 The version of the Terms and Conditions in force at the time of booking will govern the Agreement between the Company and the Customer.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any Agreement for the provision of Services by the Company to the Customer shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any disputes or claims arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

17.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

17.2 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.

17.3 The Customer may not assign or transfer any of 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 performance of the Services.

17.4 These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, representations or agreements.