Carpet Cleaning Sidcup Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, rug, upholstery and related cleaning services by Carpet Cleaning Sidcup to residential and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions, which form a binding agreement between you and Carpet Cleaning Sidcup.

Definitions

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

Company refers to Carpet Cleaning Sidcup, the provider of cleaning services.

Customer refers to the person, firm or organisation booking the services.

Service or Services refers to any carpet, rug, upholstery, mattress, hard floor or related cleaning work provided by the Company, including inspections, stain treatments and protective applications.

Premises refers to the property or properties where the Services are to be carried out.

Technician refers to an operative, employee, subcontractor or representative of the Company assigned to perform the Services.

Scope of Services

The Company provides carpet and related cleaning services within its normal service area, which includes Sidcup and surrounding locations. Availability of specific services may vary depending on the Premises, access, condition of items, and safety considerations.

The Company will carry out the Services with reasonable skill and care, using cleaning methods and products appropriate to the items being treated, taking into account manufacturer guidance where made available by the Customer.

The Customer understands that the nature, age and pre-existing condition of carpets, rugs and upholstery may limit the achievable result. While the Company will use reasonable efforts to improve appearance and hygiene, it does not guarantee the complete removal of all stains, odours, marks, or wear.

Booking Process

Bookings may be made by the Customer via telephone, online form, or other methods made available by the Company from time to time. By requesting a booking, the Customer confirms that they are over 18 years of age and authorised to arrange access to the Premises.

The Company will provide an estimate or quotation based on the information supplied by the Customer, including room sizes, item descriptions, levels of soiling, and access conditions. Any estimate is given in good faith but may be subject to change following on-site inspection.

A booking is considered provisional until confirmed by the Company. Confirmation may be given verbally or in writing. The agreed date, time window, and summary of Services will be recorded by the Company. The Customer is responsible for checking that the details are correct and informing the Company promptly of any discrepancies.

The Company reserves the right to decline or cancel a booking where the Premises are outside its service reach, where there are health and safety concerns, or where the information initially provided is materially inaccurate.

Access and Customer Obligations

The Customer must provide safe, reasonable access to the Premises at the agreed time. This includes suitable parking or loading access where required, safe entry routes, and clear areas in which the Technician can work.

The Customer is responsible for moving small, light or fragile items out of the work area before the Technician arrives, unless otherwise agreed. Large or heavy furniture will be moved at the Technician's discretion, taking into account safety and the risk of damage. The Company is not obliged to move items that may be unsafe to handle.

The Customer must inform the Company in advance of any known hazards at the Premises, such as loose floor coverings, damaged wiring, restricted access, presence of pets or vulnerable persons, or any contamination or infestation issues. The Technician may refuse to proceed if conditions are deemed unsafe.

The Customer agrees to provide access to running water and electricity at the Premises if required for the Services. Where such facilities are not available or are interrupted, the Company may not be able to complete the work, and a call-out or cancellation charge may apply.

Pricing, Estimates and Quotations

Prices are generally based on the type and size of the areas or items to be cleaned, the level of soiling, access, and any additional treatments requested. The Company will provide a guideline price before the visit, which may be revised following inspection.

Where an on-site assessment reveals that the work differs significantly from the Customer's description, the Company will explain any change to the price before proceeding. If the Customer does not accept the revised price, the Company may cancel the visit and a call-out fee may be charged to cover time and travel.

Unless otherwise stated, all prices are in pounds sterling and may be subject to applicable taxes. The Company reserves the right to change its standard pricing at any time, but such changes will not affect confirmed bookings where a fixed price has already been agreed.

Payments and Invoicing

Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due on completion of the Services at the Premises.

The Company may accept payment by cash, bank transfer or other methods that it chooses to make available. Where payment is made by bank transfer, the Customer must ensure that cleared funds are received by the Company within the agreed time frame.

For commercial Customers or larger projects, the Company may issue an invoice with specific payment terms. Invoices are payable within the period stated on the invoice. Late payment may incur interest or administration charges in accordance with applicable law.

The Company reserves the right to request a deposit or partial prepayment before scheduling certain Services. Deposits are normally non-refundable if the Customer cancels without sufficient notice, as set out in the cancellation section.

Cancellations and Amendments

If the Customer needs to cancel or amend a booking, they must notify the Company as early as possible. The following terms will normally apply.

Where more than 48 hours' notice is given before the scheduled appointment time, the Customer may cancel without charge or may reschedule subject to availability.

Where less than 48 hours' notice is given, the Company reserves the right to charge a cancellation fee, which may be up to a reasonable proportion of the quoted price, to cover allocated time and costs.

If the Technician attends the Premises at the agreed time and is unable to gain access, or if the Customer refuses service on arrival without prior agreement, this may be treated as a late cancellation and a call-out fee or full service charge may apply.

The Company may cancel or reschedule a booking due to unforeseen circumstances such as illness, vehicle breakdown, extreme weather, or other events outside its reasonable control. In such cases, the Company will offer an alternative appointment or a refund of any prepayment received but will not be liable for any indirect or consequential loss suffered by the Customer.

Service Limitations and Results

The Customer acknowledges that some stains, marks or odours may be permanent and cannot be fully removed by cleaning. Examples include but are not limited to dye transfer, bleaching, burn marks, heavy pet urine damage, long-standing spills, and wear-related shading.

The Company will use methods that are appropriate and reasonably safe for the items being treated. However, where carpets or fabrics are old, fragile, loosely fitted, previously damaged, or of unknown composition, there may be a risk of further deterioration. The Customer should notify the Technician of any concerns or manufacturer instructions before work commences.

Drying times vary depending on fibre type, ventilation, weather, and the level of soiling. The Company may provide an indicative drying time but cannot guarantee exact timings. The Customer is responsible for maintaining adequate ventilation and for keeping children and pets away from damp areas until safe and dry.

Customer Inspection and Complaints

The Customer is encouraged to inspect the work upon completion while the Technician is present. Any concerns should be raised immediately so that the Technician has an opportunity to address them on site where reasonably possible.

If the Customer discovers an issue after the Technician has left, they must inform the Company as soon as reasonably practicable and within a reasonable time frame. The Company may request photographs or further information and, where appropriate, may arrange a revisit to inspect and, if feasible, rectify the issue.

The Company will not be liable for defects or complaints reported significantly after the work has been completed where it is no longer possible to establish the cause, or where subsequent use, spillage, or third-party interference has taken place.

Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. Its liability for loss or damage arising directly from its negligence will be limited, to the maximum extent permitted by law, 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 wear.

The Company will not be liable for pre-existing damage, defects, deterioration, loose seams, weak fibres, shrinkage where items are worn or not colourfast, or for damage arising from incomplete or inaccurate information supplied by the Customer, including failure to disclose known risks or manufacturer guidance.

The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising from the provision or non-provision of the Services.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.

Health, Safety and Environmental Requirements

The Company will take reasonable steps to ensure that all work is carried out safely and in accordance with relevant health and safety guidance. The Technician may refuse to proceed or may stop work if conditions at the Premises present a risk to health, safety, or equipment.

The Customer is responsible for supervising children and pets during the visit and for keeping them away from equipment, cables, chemicals and damp areas until fully safe.

The Company endeavours to use products that are appropriate and, where specified, suitable for typical household environments. However, if the Customer or any occupant has known allergies, respiratory conditions or sensitivities, the Customer must inform the Company in advance so that risk can be assessed and alternative methods considered if available.

Waste Handling and Regulations

During the provision of Services, the Company may generate waste water, extracted soils, and limited quantities of packaging or consumable waste. The Company will handle such waste in compliance with applicable environmental and waste management regulations.

Where waste water is discharged at the Premises, it will normally be emptied into suitable drainage points, such as toilets or external drains, subject to local requirements. The Customer agrees to allow reasonable access to such facilities for the purpose of completing the work.

The Company will not remove large volumes of waste, hazardous substances, or materials outside its normal scope of work. If such waste is discovered at the Premises, the Technician may refuse to proceed until it has been safely removed by an appropriate contractor.

The Customer is responsible for any household waste created before or after the visit, and for ensuring that any additional waste not produced directly by the Company is stored and disposed of in accordance with local regulations.

Insurance

The Company aims to maintain appropriate insurance in respect of its business operations and public liability. Details of current cover may be made available on request. Insurance cover may be subject to policy terms, conditions, exclusions and limits, and any claim will be handled in accordance with those terms.

Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, flooding, fire, accidents, illness, pandemics, transport disruptions, strikes, acts of government, or other unforeseen events.

Personal Data and Privacy

The Company will collect and use personal information supplied by the Customer, such as name, address and contact details, solely for the purposes of administering bookings, providing Services and handling enquiries or complaints, in accordance with applicable data protection laws.

Customer information will not be sold to third parties. It may be shared with trusted subcontractors or service providers only where necessary to deliver the Services or manage the business, and always subject to appropriate confidentiality obligations.

Governing Law and Jurisdiction

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

Amendments to Terms and Conditions

The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or business operations. The version in force at the time of the Customer's booking will apply to that booking.

If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with any specific written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or representations, whether oral or written.