Terms And Conditions
Ruislip Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Ruislip Carpet Cleaners provides carpet, upholstery, rug and related cleaning services to residential and commercial customers. By booking a service, 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 definitions apply:
Company means Ruislip Carpet Cleaners, the cleaning services provider.
Customer means the person, firm or organisation booking services with the Company.
Services means any cleaning and related work carried out by the Company, including but not limited to carpet, rug, upholstery and mattress cleaning, stain treatment, deodorising and related services.
Premises means the property where the Services are to be carried out.
Terms means these Terms and Conditions as amended from time to time.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and soft furnishings at residential and commercial premises. Services are delivered subject to availability and suitability for the items and surfaces to be cleaned.
The Customer is responsible for ensuring that any items presented for cleaning are suitable for the planned method of cleaning. The Company will use reasonable skill and care to select appropriate cleaning methods based on information provided by the Customer and the condition of the items at the Premises.
Any descriptions of Services, cleaning methods or results are illustrative and do not constitute a guarantee that a particular outcome, level of stain removal or restoration will be achieved. The condition, age and material of carpets and furnishings will affect the achievable result.
3. Service Area
The Company primarily operates within Ruislip and surrounding areas, including nearby districts and localities accessible within reasonable travel time. Acceptance of a booking is subject to the Premises falling within the Companys current operational area, as determined by the Company at its discretion.
Where the Premises fall outside the usual service area, the Company may, at its discretion, decline the booking or apply additional travel charges, which will be communicated to the Customer prior to confirmation of the booking.
4. Booking Process
Bookings may be requested by the Customer through the Companys accepted communication channels. All bookings are subject to availability and confirmation by the Company.
The Customer will be asked to provide accurate information regarding the Premises, access arrangements, parking availability, the number and type of rooms, carpets, rugs and upholstery to be cleaned, and any particular concerns such as heavy staining, pet odours or water damage.
The Company may provide an estimated price based on the information supplied by the Customer. The Company reserves the right to revise the quotation if the information provided is incomplete or inaccurate, or if the actual condition or size of the items differs materially from that described.
A booking is only confirmed when the Company has issued an explicit confirmation and, where applicable, has received any required deposit or prepayment. The Customer is responsible for checking that all booking details are correct and for notifying the Company of any errors without delay.
5. Pricing and Estimates
Prices are normally quoted per room, per area or per item, depending on the nature of the work. All prices will be communicated to the Customer before the commencement of the Services.
Any estimate given prior to an on-site inspection is based on the information supplied by the Customer and is not binding. If, on arrival, the technician finds that additional work is required, the areas are larger than described, or access and parking are significantly different from what was advised, the Company may revise the estimate.
Where a revised price is required, the Customer will be informed before work proceeds. If the Customer does not accept the revised price, the Company may cancel the booking and, in such cases, may charge a reasonable call-out fee to cover travel and time costs.
6. Customer Obligations
The Customer agrees to:
Ensure that the Premises are accessible at the agreed time, including providing any keys, codes or access instructions needed for entry.
Arrange suitable parking as close as reasonably possible to the Premises to allow technicians to transport equipment. Any parking fees or permits required are the responsibility of the Customer.
Remove fragile items, valuables and small items of furniture from the areas to be cleaned before the scheduled appointment, unless otherwise agreed.
Inform the Company of any known defects, loose fittings, wear, damage, instability, colour run risk, previous cleaning history, or other issues that could affect the provision of the Services.
Ensure that there is a supply of electricity and, where required, water at the Premises for the duration of the cleaning appointment.
7. Payments
Unless agreed otherwise in writing, payment is due in full on completion of the Services on the day of the visit. The Company accepts the payment methods that it specifies from time to time, which may include cashless options.
Where a deposit is required to secure a booking, this will be communicated to the Customer at the time of booking. Deposits are non-refundable, except where the Company cancels the booking without offering a reasonable alternative appointment.
For commercial Customers and repeat contracts, payment terms may be agreed separately. In the absence of a specific agreement, invoices are payable within 14 days of the invoice date.
If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law until payment is made in full. The Customer will also be liable for any reasonable costs incurred by the Company in pursuing late payment, including collection agency and legal costs.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid charges, at least 24 hours notice prior to the scheduled appointment time is required, unless a longer period is stipulated by the Company for particularly large or complex jobs.
If the Customer cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge a cancellation fee, which may be up to the full estimated value of the booking, depending on the circumstances and any costs already incurred.
If the Customer fails to provide access to the Premises at the agreed time, or the technician is unable to carry out the Services due to issues within the Customers control, this may be treated as a late cancellation and be subject to a cancellation fee.
The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness of staff, equipment failure, severe weather, traffic incidents or access issues. In such cases, the Company will offer the Customer a new appointment time as soon as reasonably possible. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling.
9. Health, Safety and Access
The Company will carry out the Services in a manner that aims to be safe and compliant with applicable health and safety requirements.
Customers must ensure that the work area is safe for the technician, including keeping children and pets away from equipment, machinery, chemicals and wet surfaces during and immediately after cleaning. Some areas may be slippery while drying, and the Customer should exercise caution.
The Company reserves the right to refuse or discontinue the Services if the Premises are deemed unsafe, unsanitary, or if the technician is subject to abusive, threatening or inappropriate behaviour. In such circumstances, a call-out or cancellation fee may apply.
10. Waste and Environmental Regulations
The Company complies with applicable UK waste and environmental regulations in relation to any waste produced during the delivery of the Services.
General waste, including used disposable cloths, small quantities of debris and packaging, will normally be bagged and left at the Premises for disposal by the Customer, unless a different arrangement has been agreed. Disposal of such waste in the Customers domestic or commercial waste system will remain the Customers responsibility.
Where the Services generate liquid waste, such as dirty water from carpet and upholstery cleaning, the Company will dispose of this in accordance with relevant regulations and local authority guidelines, using appropriate drainage systems at or near the Premises or at an authorised facility.
The Company will not remove large items of rubbish, furniture or hazardous materials from the Premises as part of standard cleaning Services. The Customer is responsible for arranging any necessary specialist waste services where hazardous substances or regulated waste are present.
11. Liability and Limitations
The Company will exercise reasonable skill and care in providing the Services. If the Customer is unhappy with any aspect of the work, they must notify the Company as soon as reasonably practicable and, in any event, within 48 hours of completion of the Services. The Company will seek to investigate and, where appropriate, rectify the issue.
Except in respect of death or personal injury caused by the Companys negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law, the Companys total liability to the Customer in respect of any claim arising out of or in connection with the Services shall be limited to the total amount paid or payable for the specific visit in which the claim arose.
The Company will not be liable for:
Pre-existing damage, wear, fading, discolouration, shrinkage or defects in carpets, rugs, upholstery or soft furnishings that become more visible after cleaning.
Damage arising from faulty construction, installation, or manufacturing defects in carpets, floor coverings, furnishings or fittings.
Any indirect, consequential or economic loss, including loss of profit, loss of business, loss of reputation or loss of use of the Premises.
The Customer is responsible for securing valuables and fragile items prior to the commencement of the Services. Although the Company takes care while working at the Premises, it will not be liable for minor cosmetic damage to low-value items that should reasonably have been moved or protected by the Customer.
12. Damage and Insurance
The Company maintains appropriate insurance cover for its Services, including public liability insurance, in line with industry standards.
In the event of any alleged damage, the Customer must notify the Company in writing as soon as reasonably possible, giving full details, and must not undertake any repairs or replacements before giving the Company a reasonable opportunity to inspect the damage and, where appropriate, to arrange remedial work.
Where damage is found to be directly caused by the negligence of the Company or its staff, the Company may, at its option, repair the damage, arrange a replacement item of similar quality, or pay fair compensation up to the value of the damaged item, subject to fair wear and tear, age and depreciation.
13. Satisfaction and Complaints
The Company aims to provide a high standard of service. If the Customer is not satisfied with the outcome of the cleaning, they must inform the Company within 48 hours of completion, providing details and, where applicable, evidence such as photographs.
Where a complaint is justified and relates directly to the quality of the Services, the Company will normally offer a re-clean of the affected area, where reasonably practicable, as the primary remedy. A refund or partial refund may be considered at the Companys discretion if a re-clean is not appropriate or cannot be arranged.
The Customer acknowledges that certain stains and odours may be permanent and that complete removal cannot be guaranteed. In such cases, the inability to achieve a desired result will not in itself constitute grounds for a refund.
14. Privacy and Data Protection
The Company will collect and process personal data relating to Customers in order to arrange and provide Services, manage bookings, take payments and handle enquiries and complaints.
The Company will handle personal data in accordance with applicable UK data protection laws. Customer details will not be sold to third parties. Data may be shared with partners or subcontractors only where necessary to deliver the Services or comply with legal obligations.
15. Force Majeure
The Company will not be liable for any failure to perform, or delay in performance of, any of its obligations under these Terms where such failure or delay results from events, circumstances or causes beyond its reasonable control. Such events may include, without limitation, extreme weather, flooding, fire, pandemic, acts of government or public authorities, strikes, transport disruption and failure of utilities.
16. Variations and Amendments
The Company may update or amend these Terms from time to time to reflect changes in law, best practice or the scope of the Services. The current version of the Terms will apply to each booking. The version in force at the time of booking will govern that particular engagement unless changes are required by law.
17. Governing Law and Jurisdiction
These Terms 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.
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, the Services, or their subject matter or formation.
18. General Provisions
If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
No failure or delay by the Company in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.
These Terms constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussion, correspondence or understanding.
