Terms And Conditions

Terms and Conditions for Carpet Cleaning Catford

These Terms and Conditions set out the basis on which Carpet Cleaning Catford provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which apply to all services carried out by or on behalf of Carpet Cleaning Catford within its service area.

1. Definitions

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

Customer means the individual, company or organisation that requests and purchases the services.

Company means the cleaning service provider trading as Carpet Cleaning Catford.

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

Services means any carpet, rug, upholstery, mattress, hard floor or related cleaning service supplied by the Company, including stain treatment and deodorising where applicable.

Technician means any operative, subcontractor or representative of the Company who carries out the services.

2. Scope of Services

The Company provides professional cleaning services for carpets, rugs, upholstery and related surfaces within its operating area including Catford and surrounding districts. The specific services to be provided will be described during the booking process and confirmed in the booking confirmation issued to the Customer.

The Company will use professional-grade equipment and cleaning solutions appropriate to the surfaces being treated. Certain stains, wear, odours and damage may not be fully removable, and no guarantee of complete stain or odour removal is given unless expressly confirmed in writing.

3. Booking Process

Bookings can be made by the Customer via the Company’s chosen contact methods and booking channels. When making a booking, the Customer must provide accurate information about the Premises, access conditions, parking availability, type and size of areas to be cleaned, and any specific concerns such as heavy staining, pet contamination or water damage.

All bookings are subject to availability. The Company will confirm the date, approximate arrival time, scope of work and indicative price prior to acceptance of the booking. A booking is deemed confirmed only when the Company issues an explicit confirmation.

The Customer is responsible for ensuring that someone aged 18 or over is present at the Premises for the duration of the service, or that prior arrangements have been made for access and lock-up.

4. Access and Parking

The Customer must ensure safe and reasonable access to the Premises, including clear entry routes and adequate lighting. The Technician must be able to bring equipment into the Premises without obstruction or undue risk.

If parking permits or paid parking are required, the Customer is responsible for providing a permit or covering the associated parking costs. Any additional charges reasonably incurred by the Company in securing parking may be added to the final invoice.

If access to the Premises is not possible at the booked time due to reasons within the Customer’s control, a call-out or cancellation fee may apply as set out in these Terms and Conditions.

5. Customer Obligations

The Customer agrees to:

Ensure the areas to be cleaned are reasonably tidy and free from fragile items, small objects and excessive clutter.

Remove or secure valuable and delicate items prior to the Technician’s arrival.

Inform the Company in advance of any known risks, hazards or sensitivities, including loose floor coverings, damaged fittings, pre-existing staining, previous treatments or any allergies that may be affected by cleaning products.

Provide access to electricity and, where necessary, water.

Comply with any aftercare instructions provided by the Technician, including recommended drying times and ventilation.

6. Pricing and Quotations

Prices are based on the information supplied by the Customer at the time of booking, including room sizes, number of items and condition of the surfaces. Any quotation provided prior to an on-site inspection is an estimate only. The Company reserves the right to adjust the price if the actual work required differs from the information initially supplied.

Where practical, any change in price will be discussed with the Customer before work begins. If the Customer does not agree to the revised price, the Company may cancel the service and may charge a reasonable call-out fee to cover costs incurred.

All prices are stated in pounds sterling and may be subject to applicable taxes as required by law.

7. Payments

Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the services on the day of the visit.

The Company may accept various forms of payment, such as card payments, bank transfers or cash, as communicated in advance. The Customer is responsible for ensuring that payment can be made using one of the accepted methods.

For commercial or repeat clients, alternative payment terms may be agreed in writing. Late payments may incur interest and reasonable administrative costs in accordance with applicable UK legislation.

8. Deposits

The Company reserves the right to request a deposit for certain bookings, such as larger jobs, combined services or appointments outside core operating hours. The amount and due date of any deposit will be communicated before confirmation of the booking.

Deposits may be non-refundable if the Customer cancels the booking at short notice, as set out in the cancellation policy in these Terms and Conditions.

9. Cancellations and Rescheduling

If the Customer wishes to cancel or reschedule a booking, they must provide as much notice as reasonably possible. The following provisions generally apply unless otherwise agreed in writing:

If more than 48 hours’ notice is given, the Company will usually allow cancellation or rescheduling without a fee, although any non-refundable deposits or special costs already incurred may be retained.

If less than 48 hours’ notice is given, the Company may charge up to a reasonable percentage of the quoted price or retain the deposit to cover lost time and costs.

If the Technician arrives at the Premises and is unable to gain access, or if the Customer cancels on arrival or after commencement of work, the Company may charge up to the full quoted price.

The Company may need to cancel or reschedule appointments due to circumstances beyond its control, such as extreme weather, illness, equipment failure or transport disruption. In such cases, the Company will seek to provide as much notice as possible and to arrange a new appointment at a mutually convenient time. Liability for such cancellations is limited as set out in these Terms and Conditions.

10. Health, Safety and Conduct

The Company is committed to operating in a safe and professional manner. The Technician will carry out a visual assessment of the Premises on arrival and may refuse or suspend service if conditions are unsafe or present unacceptable risks, including aggressive behaviour, hazards or unsanitary conditions beyond the scope of the agreed work.

The Customer must not request the Technician to undertake any work that falls outside the scope of professional cleaning services or that would breach health and safety rules, waste regulations or applicable laws.

11. Waste Management and Environmental Regulations

The Company will manage any waste generated during the provision of services in accordance with relevant UK waste and environmental regulations. Typical waste may include soiled water, used consumables, packaging and debris collected from carpets and upholstery.

Where practicable, waste water will be disposed of via appropriate drainage systems at the Premises or at approved facilities, in compliance with local and national regulations. The Customer agrees to permit the safe disposal of such waste on site, where appropriate and lawful.

Any special or hazardous waste that falls outside normal household or commercial cleaning waste is not included in standard services. If the Technician identifies hazardous or regulated materials, such as clinical waste or substances requiring specialist disposal, the Company may refuse to handle such materials or may propose a separate arrangement at additional cost, subject to regulatory compliance.

12. Property Condition and Limitations

The Customer acknowledges that certain stains, odours, wear and damage may be permanent and that cleaning may not restore items to their original condition. Factors such as age, fibre content, previous cleaning methods, sun exposure, usage and prior staining all affect results.

The Company will exercise reasonable care in selecting appropriate cleaning methods based on the information available, visible labels, tests on inconspicuous areas and industry practice. However, some shrinkage, colour change, texture variation or minor damage may occur where fabrics or materials are unstable or have pre-existing weaknesses.

The Customer is responsible for notifying the Company of any known issues with fabrics or flooring, such as colour instability, previous water damage, loose seams or prior chemical treatments. The Company will not be liable for adverse outcomes where the material is inherently defective, heavily worn or has been incorrectly manufactured, installed or treated in the past.

13. Liability and Insurance

The Company will perform the services with reasonable skill and care. If the Customer is dissatisfied with any aspect of the service, they must notify the Company as soon as possible and in any event within 48 hours of completion, so that the Company has an opportunity to inspect and, where appropriate, rectify the issue.

The Company carries appropriate insurance cover for its activities, subject to policy terms and exclusions. Liability for any loss or damage is limited to the amount covered by the relevant insurance policy and, where permitted by law, to the value of the service provided on the affected visit.

The Company will not be liable for:

Any pre-existing damage, defects, staining or wear.

Loss of profit, loss of business, interruption, or any consequential or indirect losses.

Damage arising from failure to follow aftercare instructions or from the Customer permitting use of cleaned items before they are completely dry.

Any issues where the Customer has failed to disclose relevant information about the Premises, materials or prior treatments.

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

14. Complaints and Service Issues

The Company aims to provide a high standard of service on every visit. If the Customer has any concerns or wishes to make a complaint, they should contact the Company promptly with details of the issue and, where possible, photographs.

The Company may arrange a follow-up visit to inspect the area and, if appropriate, attempt further cleaning or remedial work. Any decision regarding refunds, partial refunds or complimentary re-cleans will be made fairly and reasonably, taking into account the circumstances, material condition and the limitations of cleaning.

15. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to acts of God, severe weather, fire, flood, epidemic, pandemic, industrial action, transport disruptions or failure of utilities.

16. Personal Data and Privacy

The Company will collect and process personal data such as names, addresses and contact details for the purpose of arranging and providing services, handling payments and managing customer relationships. Personal data will be handled in accordance with applicable UK data protection laws.

Customer information will not be sold to third parties. It may, however, be shared with trusted service providers or subcontractors where necessary to deliver the services or meet legal obligations.

17. Amendments to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking, unless a change is required by law or regulation. Updated Terms and Conditions may be made available via the Company’s usual communication channels.

18. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of services by Carpet Cleaning Catford, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or relating to these Terms and Conditions or the services, without prejudice to any consumer rights the Customer may have to bring claims in the courts of their habitual residence.

19. Entire Agreement

These Terms and Conditions, together with any booking confirmation and any specific written agreements between the Company and the Customer, constitute the entire agreement between the parties in relation to the services. They supersede any prior discussions, correspondence or representations relating to the subject matter.

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.