Catford Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Catford Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking or using any of our services, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the person, firm or company booking the services or on whose behalf the booking is made.
Company, we or us means Catford Carpet Cleaners providing cleaning services as described in any quotation, booking confirmation or invoice.
Services means carpet, rug, upholstery, hard floor and related cleaning services, as well as any additional services agreed in writing between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a request by the Customer, and acceptance by the Company, for the provision of Services on a specified date and time.
2. Scope of Services
The Company provides professional cleaning services within its operating area, focusing on carpet, upholstery and related interior cleaning. The specific Services to be carried out will be confirmed at the time of booking and set out in the booking confirmation or invoice.
The Company reserves the right to decline any booking if the requested work is unsafe, unsuitable for our methods or equipment, or falls outside the usual scope of professional cleaning services.
3. Booking Process
3.1 Bookings may be made by the Customer through our accepted communication channels. The Customer must provide accurate and complete information, including the Premises address, type and condition of surfaces, parking arrangements, access details and any known risks or hazards.
3.2 A Booking will be considered confirmed only when the Company has explicitly accepted it and provided a booking confirmation. Provisional dates or quotations do not constitute a confirmed Booking.
3.3 The Customer must ensure that an authorised adult is present at the Premises at the scheduled start time, or that prior arrangements have been made for access. The Company is not responsible for delays or inability to perform the Services due to lack of access.
3.4 The Customer agrees that the duration of the Services may vary depending on the condition of the items to be cleaned and unforeseen circumstances. Any time estimates are provided in good faith and are not guaranteed.
4. Quotations and Pricing
4.1 Quotations are based on the information supplied by the Customer and on the typical condition of similar items and Premises. The Company reserves the right to adjust the price if the information provided is inaccurate or if the actual condition or size materially differs from what was described.
4.2 All prices are stated in pounds sterling. Any applicable taxes will be included in the final price shown to the Customer unless stated otherwise.
4.3 The Company may revise its prices from time to time. The price applicable to a particular Booking will be the price confirmed at the time of booking, subject to any adjustments required under these Terms and Conditions.
5. Payments and Invoicing
5.1 Payment terms will be communicated at the time of booking. The Company may require payment in full on completion of the Services, or in some cases a deposit or prepayment prior to attendance.
5.2 The Company accepts the payment methods specified during the booking process. The Customer is responsible for ensuring that payment details are valid and that sufficient funds are available.
5.3 Invoices will be provided electronically or in another agreed format. Payment is due by the due date stated on the invoice. If no due date is specified, payment shall be due on completion of the Services.
5.4 If payment is not received by the due date, the Company reserves the right to charge interest on the outstanding amount at the statutory rate and may suspend or cancel further Services until payment is made in full.
5.5 Where a deposit is required, it is non-refundable unless the Company cancels the Booking under clause 7, in which case a full refund of any deposit paid will be offered.
6. Customer Responsibilities
6.1 The Customer must ensure that the Premises is safe, accessible and in a suitable condition for the Services to be carried out. This includes providing adequate lighting, running water, electricity and safe access to the areas to be cleaned.
6.2 The Customer is responsible for moving fragile, valuable or easily damaged items from the areas to be cleaned prior to the arrival of the Company. This includes ornaments, electronics, small furniture and any items of sentimental or high monetary value.
6.3 If the Customer requires assistance in moving furniture or other items, this must be requested in advance. The Company may assist at its discretion but accepts no liability for damage to items that are not designed to be moved or are in poor condition.
6.4 The Customer must notify the Company in advance of any pre-existing damage, stains, structural issues, loose fittings, or special materials that may be affected by cleaning. Failure to do so may affect the Companys ability to perform the Services safely and effectively.
7. Cancellations, Rescheduling and Access
7.1 The Customer may cancel or reschedule a Booking by giving notice to the Company. The Company may apply a cancellation fee if the notice is received less than the minimum notice period specified at the time of booking.
7.2 If the Customer cancels on arrival, fails to provide access to the Premises, or is not present to provide access where required, the Company reserves the right to charge a call-out fee or a percentage of the quoted price to cover travel and time costs.
7.3 The Company may cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather or safety issues at the Premises. In such cases, the Company will offer the Customer an alternative date and time. If an alternative cannot be agreed, any prepayments will be refunded.
7.4 The Company is not liable for any losses, costs or inconvenience suffered by the Customer as a result of a cancellation or rescheduling, except as expressly provided in these Terms and Conditions.
8. Service Standards and Limitations
8.1 The Company will perform the Services with reasonable care and skill, in accordance with industry practices and using appropriate cleaning methods and products for the surfaces and materials involved.
8.2 The Customer acknowledges that some stains, odours and wear may be permanent and cannot be fully removed by cleaning. The Company does not provide any guarantee that all stains or marks will be removed or that discolouration, shading or pile distortion will be rectified.
8.3 The Company will use cleaning products that are suitable for typical household and commercial surfaces. If the Customer has specific sensitivities or product preferences, this must be communicated in advance. The Company will use alternative products where reasonably practicable but cannot guarantee compatibility with all materials.
8.4 Drying times for carpets, upholstery and other surfaces can vary depending on ventilation, temperature, humidity and material type. The Company may provide estimates, but these are not guaranteed.
9. Damage and Liability
9.1 The Company maintains appropriate insurance cover for its activities. The Customer must notify the Company of any alleged damage or issues arising from the Services as soon as reasonably practicable and in any event within 48 hours of completion of the Services, allowing the Company the opportunity to investigate.
9.2 The Company shall not be liable for damage arising from pre-existing defects, wear, fading, sun damage, loose dyes, shrinkage, unstable materials, inadequate installation, or any condition that could not reasonably have been identified by a visual inspection prior to cleaning.
9.3 The Company shall not be liable for:
a. any indirect, consequential or economic loss, including loss of profit, business or goodwill; or
b. any loss or damage arising from following the Customers instructions where those instructions contradict professional advice provided by the Company.
9.4 Where the Company is found liable for damage, its liability shall be limited, at its option, to either repairing the damage, replacing the affected item up to its current market value, or refunding the price paid for the Services in respect of which the claim arises, subject to any applicable insurance terms.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable law.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle waste generated in the course of providing the Services in accordance with applicable UK waste management and environmental regulations.
10.2 Routine waste such as used cleaning materials, protective coverings and similar items will normally be removed by the Company, unless otherwise agreed with the Customer or required by law.
10.3 The Company is not responsible for disposing of large, bulky or hazardous items, including but not limited to furniture, electrical goods, construction debris, clinical waste or substances classified as hazardous under UK law. The Customer is responsible for arranging appropriate disposal for such items using authorised waste carriers or local authority services where required.
10.4 If the Customer requests assistance with the removal of waste that falls outside normal cleaning activities, the Company may agree at its discretion and may apply additional charges. All such handling will be subject to compliance with relevant regulations.
11. Health and Safety
11.1 The Company will take reasonable steps to ensure that the Services are carried out in a safe manner, including the use of appropriate equipment, warning signs where necessary and adherence to health and safety guidance.
11.2 The Customer must inform the Company of any known hazards at the Premises, including but not limited to loose floor coverings, exposed wiring, unsafe staircases, aggressive animals or restricted areas.
11.3 The Company reserves the right to withdraw its personnel from any Premises where they feel threatened, unsafe or at risk of harm. In such circumstances, the Booking may be treated as cancelled by the Customer and a charge may be applied.
12. Complaints and Resolution
12.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible, and in any event within 48 hours of completion, to allow the Company to investigate and, where appropriate, to return to the Premises to assess and attempt to rectify the issue.
12.2 The Companys obligation will normally be limited to re-performing the affected part of the Services where it is reasonable to do so. Any further remedy will be considered in line with the liability limitations set out in these Terms and Conditions.
13. Data Protection and Privacy
13.1 The Company will collect and use personal data provided by the Customer for the purposes of managing Bookings, delivering Services, processing payments and handling any queries or complaints.
13.2 Personal information will be handled in accordance with applicable UK data protection laws. 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, compliance with legal obligations, or with the Customers consent.
14. Force Majeure
14.1 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, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, natural disasters, strikes, transport disruptions, accidents, acts of government or public authorities, or interruptions to utilities.
15. Changes to These Terms
15.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers Booking will govern that Booking, unless changes are required by law or regulatory guidance.
15.2 The latest version of these Terms and Conditions will be made available on request and may be published on the Companys website or other customer communications.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, formation or performance, 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 dispute or claim 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, illegal or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary, or deleted, 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 constitute a waiver of that or any other right or remedy.
17.3 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.