Carpet Cleaners Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Sutton provides 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 making a booking.

1. Definitions

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

Company means Carpet Cleaners Sutton, the cleaning service provider.

Customer means any individual or business who requests or uses the services of the Company.

Services means any cleaning, stain removal, upholstery cleaning, rug cleaning, or related work carried out by the Company.

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

Technician means any operative, employee, contractor, or representative assigned by the Company to provide the Services.

2. Scope of Services

The Company provides carpet cleaning and related services as agreed at the time of booking. The exact scope of work will be based on the Customer's requirements and the information provided when the booking is made.

The Company reserves the right to refuse any job that, in its reasonable opinion, is unsafe, unsuitable, or beyond the capabilities of the Services offered. The Company may also adjust or limit the scope of work where the condition of the Premises or items to be cleaned makes this necessary.

3. Booking Process

3.1 Bookings may be made by the Customer through the Company's chosen communication and booking channels. The Customer must provide accurate and complete information, including property type, approximate room sizes, access details, and any specific cleaning concerns.

3.2 All bookings are subject to availability. The Company will confirm acceptance of a booking and the scheduled date and time for the Services. A booking is not considered final until the Customer has received confirmation from the Company.

3.3 The Company may request additional information or photographs to assess the work required and to provide an estimate. Any estimate is based on the information available at the time and may be revised if the actual condition at the Premises differs significantly.

3.4 The Customer must ensure that an adult is present at the Premises at the start and end of the appointment, unless otherwise agreed in advance. If access instructions are provided, the Customer is responsible for ensuring they are accurate and lawful.

4. Prices and Estimates

4.1 The Company will provide a price or estimate for the Services prior to confirming the booking. Prices may be based on room count, area size, item type, level of soiling, and access or parking arrangements.

4.2 Unless expressly stated otherwise, all prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as required by law at the time of booking.

4.3 The Company reserves the right to amend the quoted price if the information provided by the Customer is incomplete or inaccurate, or if additional work is requested on the day of the Service. In such cases, the Company will inform the Customer and seek approval before proceeding with any additional chargeable work.

5. Payments

5.1 Payment terms will be communicated to the Customer at the time of booking. The Company may require payment in full on completion of the work, in advance of the Service date, or in accordance with any agreed account terms for commercial Customers.

5.2 The Company accepts payment by the methods specified during the booking process. The Customer is responsible for ensuring that payment can be made using the chosen method.

5.3 All payments are due on the agreed due date. If payment is not received when due, the Company reserves the right to charge interest on overdue amounts at the statutory rate and to recover any reasonable costs incurred in pursuing late payment.

5.4 The Customer shall not be entitled to withhold or set off payment against any sums due to the Company unless agreed in writing.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a booking by providing notice to the Company. The specific notice period and any applicable charges will be communicated at the time of booking.

6.2 The Company may apply a cancellation fee if the Customer cancels or reschedules an appointment with less than the required notice period, or if the Technician attends the Premises but is unable to gain access or commence the work for reasons beyond the Company's control.

6.3 The Company reserves the right to cancel or reschedule a booking due to reasons including, but not limited to, Technician illness, vehicle breakdown, severe weather, health and safety concerns, or circumstances beyond the Company's reasonable control. In such cases, the Company will aim to offer an alternative appointment at the earliest mutually convenient time. The Company shall not be liable for any loss or inconvenience resulting from such cancellations.

7. Access, Parking and Utilities

7.1 The Customer must provide safe, reasonable access to the Premises and areas to be cleaned. The Customer must ensure that the Technician can carry equipment from the vehicle to the Premises without undue obstruction.

7.2 The Customer is responsible for arranging suitable parking for the Technician's vehicle as close as reasonably possible to the Premises. Any parking fees, permits, or tickets arising from the Customer's failure to arrange appropriate parking may be charged to the Customer.

7.3 Where necessary, the Customer must provide access to electricity and water at the Premises for the duration of the Service. If such utilities are not available and this prevents or delays completion of the work, additional charges may apply.

8. Customer Responsibilities

8.1 The Customer is responsible for removing fragile, delicate, or valuable items from the areas to be cleaned. This includes, but is not limited to, breakable ornaments, electronic devices, personal documents, and any items that could be damaged by movement or cleaning activity.

8.2 The Customer must inform the Company in advance of any known hazards or issues at the Premises, such as loose floorboards, unsecured carpets, faulty electrical fittings, or any previous damage or staining of carpets and upholstery.

8.3 The Customer is responsible for ensuring that pets and children are kept away from the work areas during and immediately after cleaning, particularly while carpets or upholstery are still damp or equipment is in use.

8.4 The Customer must not walk on wet carpets with soiled or outdoor footwear and should follow any aftercare instructions provided by the Technician.

9. Service Limitations and Results

9.1 The Company will use reasonable care and skill in providing the Services. However, due to the nature of cleaning work, specific outcomes cannot be guaranteed. Factors such as fibre type, age, wear, previous cleaning methods, and the nature of stains will affect results.

9.2 Some stains, odours, and marks may be permanent and cannot be completely removed. The Technician will endeavour to advise the Customer where it appears unlikely that a complete result is achievable, but no guarantee is given that such advice will always be possible prior to cleaning.

9.3 Shrinkage, colour bleeding, fibre distortion, or texture changes can occur in certain materials due to their condition, previous treatments, or manufacturing defects. The Company will assess items as far as reasonably possible, but the Customer accepts that some risk is inherent in cleaning delicate or worn materials.

10. Damage and Liability

10.1 The Company holds appropriate insurance cover in respect of its liabilities. The Company will investigate any reported damage where the Customer reasonably believes it has been caused by the Technician in the course of providing the Services.

10.2 The Customer must notify the Company of any alleged damage or issue as soon as reasonably practicable and in any event within 48 hours of completion of the Services. The Customer should provide a clear description and, where possible, photographs to assist the investigation.

10.3 The Company's liability for loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repairing the damage or the fair replacement value of the affected item, taking into account age, condition, and fair wear and tear.

10.4 The Company shall not be liable for any pre-existing damage, wear, discolouration, defects, or conditions which become more visible as a result of cleaning. Nor shall the Company be liable for damage arising from the Customer's failure to follow aftercare instructions.

10.5 The Company shall not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the Services.

10.6 Nothing in these Terms and Conditions limits or excludes any liability which cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.

11. Waste Handling and Environmental Compliance

11.1 The Company will handle waste water, soiling, and residues generated during the provision of the Services in accordance with applicable waste and environmental regulations in the United Kingdom.

11.2 Where possible, waste water will be discharged using appropriate drainage facilities at the Premises, subject to compliance with local water and waste rules. The Customer agrees to allow reasonable use of such facilities where available.

11.3 The Company will use cleaning agents and products in a manner designed to minimise environmental impact, while still achieving effective cleaning results. Product selection may vary depending on fibre type and level of soiling.

11.4 The Customer must not request or require the Technician to dispose of waste in any manner that would breach relevant waste regulations or environmental laws. The Company reserves the right to refuse any such request.

12. Complaints and Service Issues

12.1 The Company aims to provide a professional and reliable service. If the Customer is dissatisfied with any aspect of the Services, the Customer should contact the Company as soon as possible, and in any event within 48 hours of completion of the work.

12.2 The Company may, at its discretion, arrange for a Technician to revisit the Premises to inspect the work and, where appropriate, attempt to address any reasonable concerns. Any such revisit does not constitute an admission of fault.

12.3 Any remedy, including re-cleaning, partial refund, or other compensation, will be considered on a case-by-case basis and shall be subject to the limitations and exclusions set out in these Terms and Conditions.

13. Health and Safety

13.1 The Company takes health and safety seriously and requires its Technicians to follow appropriate safety procedures. The Customer agrees not to interfere with or obstruct such procedures during the provision of the Services.

13.2 If the Technician considers that the Premises or any part of it presents a health or safety risk, they may suspend or refuse to carry out the work until the risk is addressed. The Customer may be liable for any call-out charge where the work cannot proceed due to a safety issue within the Customer's control.

13.3 The Customer should inform the Company of any allergies, sensitivities, or particular health concerns that may be affected by cleaning products or dust disturbance at the Premises. The Company will take reasonable steps to accommodate such information where practicable.

14. Privacy and Data Protection

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

14.2 The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary for the performance of the Services, for payment processing, or as required by law.

14.3 By using the Services, the Customer consents to the collection and use of their personal data in accordance with applicable data protection laws and the Company's privacy practices.

15. Force Majeure

15.1 The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, labour disputes, or failures of transport or utilities.

15.2 In such cases, the Company will use reasonable efforts to resume the Services as soon as it is reasonably practicable to do so.

16. Amendments to Terms

16.1 The Company may update or amend these Terms and Conditions from time to time. Any revised Terms and Conditions will apply to new bookings from the date of publication or notification.

16.2 The version of the Terms and Conditions in force at the time of the Customer's booking will apply to that booking, unless a change is required by law or regulation.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 the Services, whether of a contractual or non-contractual nature.

18. Severability

18.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.

19. Entire Agreement

19.1 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any previous agreements, understandings, or arrangements, whether written or oral.

19.2 The Customer acknowledges that they have not relied on any statement, promise, or representation made or given by or on behalf of the Company which is not set out in these Terms and Conditions.

By placing a booking with Carpet Cleaners Sutton, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.