Terms And Conditions

Carpet Cleaners Notting Hill Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Notting Hill provides carpet, upholstery and related cleaning services to customers within its service area. By making a booking, accessing our services, or allowing our cleaners to attend your premises, you agree to be bound by these Terms and Conditions.

These terms apply to all domestic and commercial customers unless expressly agreed otherwise in writing. Please read them carefully before you place a booking.

1. Definitions

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

Customer means any individual, company or organisation requesting or receiving services from Carpet Cleaners Notting Hill.

Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of soft furnishings, and any related services provided by Carpet Cleaners Notting Hill.

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

Agreement means the contract between the Customer and Carpet Cleaners Notting Hill made up of these Terms and Conditions and the details of the specific booking.

2. Scope of Services

Carpet Cleaners Notting Hill provides professional cleaning services for carpets, rugs, upholstery and associated soft furnishings. The precise scope of the Services for each booking will be confirmed at the time of booking based on the information supplied by the Customer.

All Services are subject to an assessment of the condition of the items and access at the Premises on the day. We reserve the right to decline to perform any part of the Services where, in our reasonable opinion, it would be unsafe, unlawful, impractical, likely to cause damage, or where the items are not reasonably cleanable with professional cleaning methods.

3. Booking Process

3.1 Bookings can be made by the Customer through our accepted communication channels. The Customer is responsible for ensuring that all information provided, including the address, access details, parking information, property type, number and size of rooms, and type and condition of carpets and upholstery, is accurate and complete.

3.2 A booking is considered an offer by the Customer to purchase Services in accordance with these Terms and Conditions. The Agreement is formed only when we confirm acceptance of the booking and provide a date and approximate time slot for the visit.

3.3 All booking times are approximate. While we aim to attend within the agreed time frame, unforeseen circumstances such as traffic, previous jobs overrunning or staff illness may result in delays. In such cases we will make reasonable efforts to inform the Customer of any significant delay and to agree an alternative time or date if required.

3.4 We may require a deposit to secure certain bookings, especially larger commercial jobs, end of tenancy work, or bookings at peak times. The deposit amount and payment method will be confirmed during the booking process.

4. Access and Parking

4.1 The Customer must ensure that we have safe and reasonable access to the Premises at the agreed time. This includes providing any necessary entry codes, keys, or instructions in advance, and ensuring that someone is present to admit our cleaners where required.

4.2 The Customer is responsible for providing suitable parking arrangements close to the Premises. Any parking charges, congestion charges or similar fees incurred while carrying out the Services will be added to the Customer's invoice.

4.3 If we are unable to gain access to the Premises or to park reasonably close to the property, and this prevents us from carrying out the Services, the visit may be treated as a late cancellation and charges may apply in accordance with the cancellation terms below.

5. Customer Responsibilities

5.1 The Customer must ensure that the Premises are safe for our staff to work in. This includes notifying us in advance of any hazards such as loose floorboards, exposed wiring, unstable furniture, or other risks.

5.2 The Customer is responsible for moving small and fragile items, valuables, breakables and personal belongings from areas to be cleaned before our arrival. While we will move light furniture where reasonably practical, heavy or delicate items may not be moved for safety reasons.

5.3 The Customer must inform us of any known issues with carpets or furnishings, including pre-existing damage, stains, colour runs, loose seams, shrinkage risk, or previous cleaning or treatments that may affect the results.

5.4 Children and pets must be kept away from the working area and equipment for the duration of the visit and while carpets or upholstery remain damp.

6. Pricing and Quotations

6.1 Prices are generally quoted based on information provided by the Customer, such as room sizes and the condition of carpets. All quotations are estimates only and may be subject to adjustment on inspection of the Premises and items to be cleaned.

6.2 If, once on site, the scope of work is materially different from that described at the time of booking, we will inform the Customer and agree any change in price before proceeding. If the Customer does not agree to the revised price, we reserve the right to decline the job or to limit the Services to those covered by the original estimate.

6.3 All prices are stated in pounds sterling and are inclusive or exclusive of VAT where applicable, as indicated at the time of booking.

7. Payments

7.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services for domestic customers and within the agreed invoice terms for commercial customers.

7.2 We may accept a range of payment methods, such as bank transfer, card payment or cash, subject to availability and any conditions notified to the Customer during the booking process.

7.3 Where a deposit is required, it must be paid within the specified time. We reserve the right to cancel or refuse a booking if a required deposit has not been paid.

7.4 If a payment is not received by the due date, we may charge interest on late payments at the statutory rate permitted under applicable UK law, as well as any reasonable costs incurred in recovering the debt.

8. Cancellations and Rescheduling

8.1 The Customer may cancel or reschedule a booking by providing notice through our accepted communication channels.

8.2 If the Customer cancels or reschedules more than 48 hours before the scheduled appointment time, no cancellation fee will normally apply, unless otherwise stated in a specific quotation or agreement.

8.3 If the Customer cancels or reschedules less than 48 hours but more than 24 hours before the appointment time, we reserve the right to charge a partial cancellation fee, which may be up to 50 percent of the estimated job value or the deposit amount.

8.4 If the Customer cancels on the day of the appointment, fails to provide access to the Premises at the arranged time, or we are otherwise unable to carry out the Services due to circumstances within the Customer's control, we reserve the right to charge up to 100 percent of the estimated job value.

8.5 We reserve the right to cancel or reschedule a booking due to reasons including, but not limited to, staff illness, unsafe working conditions, equipment failure, extreme weather, or other circumstances beyond our reasonable control. In such cases, any deposit paid will be refunded or applied to a new booking, as agreed with the Customer.

9. Service Limitations and Results

9.1 While we use professional equipment and cleaning solutions, we cannot guarantee the removal of all stains, odours or marks. Some stains may be permanent, and results can vary depending on fabric type, age, wear, previous treatments and level of soiling.

9.2 Shrinkage, colour changes or texture changes can occasionally occur where carpets or fabrics are inherently unstable, have existing damage, or have been previously exposed to inappropriate cleaning products. We will exercise reasonable care but cannot be held liable where such issues arise due to factors beyond our control or not disclosed to us by the Customer.

9.3 Drying times are estimates only and can be affected by ventilation, temperature, humidity, fabric type and pile thickness. The Customer is responsible for ensuring adequate ventilation and for keeping the cleaned areas free from use until they are sufficiently dry.

10. Complaints and Rectification

10.1 If the Customer is dissatisfied with any aspect of the Services, they must notify us as soon as reasonably practicable, and in any event within 48 hours of completion of the work.

10.2 We will investigate all complaints promptly and, where appropriate, may arrange a re-visit to inspect the issue. If we consider that the complaint is justified and relates to a failing in our service, we will offer a reasonable rectification, which may include re-cleaning affected areas or a partial refund.

10.3 We are not obliged to provide rectification where a complaint is made outside the specified time frame, where the Customer has failed to follow our aftercare guidance, or where the issue arises from factors outside our control.

11. Liability and Insurance

11.1 We will provide the Services with reasonable care and skill. Our liability to the Customer in connection with the Services shall be limited as set out in this section.

11.2 We hold appropriate public liability insurance and, where applicable, employer's liability insurance for the provision of cleaning services within the UK.

11.3 We shall not be liable for any indirect, consequential or purely economic loss, loss of profit, loss of business, loss of opportunity, or loss of goodwill arising from or in connection with the Services or these Terms and Conditions.

11.4 Our total liability for any damage to carpets, upholstery or property caused by our negligence shall, where legally permitted, be limited to the lower of the cost of repair, replacement, or the total fees paid by the Customer for the Services giving rise to the claim.

11.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under applicable law.

12. Waste Handling and Environmental Responsibilities

12.1 Carpet Cleaners Notting Hill is committed to complying with all relevant UK waste and environmental regulations relating to the provision of cleaning services.

12.2 Any waste water, residues from cleaning solutions or extracted dirt generated in the course of the Services will be handled in accordance with applicable regulations and good industry practice. Where practical and lawful, such waste will be discharged via appropriate drainage at the Premises or transported off site by us for lawful disposal.

12.3 The Customer agrees not to request or permit any unlawful disposal of waste, including discharge of waste in areas not connected to appropriate drainage systems or in a manner that may cause environmental harm.

12.4 Where the Services involve the removal of limited quantities of dry waste, such as small amounts of debris from carpets, we may place this waste in the Customer's refuse or recycling facilities, provided this is acceptable and lawful. Larger volumes of waste, including bulky items and existing rubbish at the Premises, remain the responsibility of the Customer unless expressly agreed otherwise in writing.

13. Health and Safety

13.1 We will carry out the Services in accordance with applicable health and safety legislation and our internal policies. Our staff are instructed in the safe use of equipment and cleaning products.

13.2 The Customer must inform us of any specific health and safety concerns at the Premises, including the presence of vulnerable persons, medical sensitivities to cleaning agents or fragrances, or areas that require special care.

13.3 We reserve the right to withdraw our staff from any Premises where they feel unsafe, threatened or exposed to unacceptable risk. In such cases, we may treat the visit as a cancellation by the Customer and apply relevant charges.

14. Personal Data

14.1 In the course of providing Services, we may collect and process personal data about the Customer, such as contact details, address and payment information, for the purposes of managing bookings, delivering Services and handling payments.

14.2 We will handle personal data in accordance with applicable UK data protection laws and only retain it for as long as reasonably necessary to deliver our Services and comply with legal obligations.

15. Force Majeure

15.1 We shall not be in breach of this Agreement nor liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control. This may include, but is not limited to, extreme weather, natural disasters, acts of terrorism, strikes, transport disruptions, or sudden equipment breakdowns.

15.2 In such circumstances, we will notify the Customer as soon as reasonably practicable and will use reasonable endeavours to rearrange the Services.

16. Amendments to Terms and Conditions

16.1 We may amend these Terms and Conditions from time to time to reflect changes in law, industry practice or our business operations.

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 expressly agreed between the parties.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, the Services or their subject matter 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.

18. General Provisions

18.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, it shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

18.3 The Customer may not assign or transfer any of their rights or obligations under this Agreement without our prior written consent. We may assign or subcontract our rights and obligations where this does not reduce the level of service provided to the Customer.

18.4 These Terms and Conditions, together with the details of the confirmed booking, constitute the entire agreement between Carpet Cleaners Notting Hill and the Customer in relation to the Services and supersede any previous agreements or understandings, whether written or oral.