Stockwell Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Stockwell Carpet Cleaners provides cleaning services to residential and commercial customers in our service area. By making a booking, you agree that you have read, understood, and accept these Terms and Conditions. If you do not agree, you must not use our services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, or organisation that requests or receives services from Stockwell Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, or related cleaning and treatment services provided by Stockwell Carpet Cleaners, as agreed at the time of booking.
Technician means a member of staff or contractor appointed by Stockwell Carpet Cleaners to carry out the Services.
Premises means the location at which the Services are to be performed.
Agreement means the contract between the Customer and Stockwell Carpet Cleaners comprising these Terms and Conditions and the details confirmed at the time of booking.
2. Scope of Services
Stockwell Carpet Cleaners provides professional carpet and soft furnishing cleaning and related services within its designated service area in the United Kingdom. The exact services to be supplied will be agreed at the time of booking and confirmed in the booking confirmation, including the type of service, areas or items to be cleaned, and the estimated duration.
Any description of Services on advertising materials or general website pages is for guidance only. The precise scope of work will be as confirmed in the booking details. We reserve the right to decline work that falls outside our standard service offering or that we reasonably consider unsafe or unsuitable to perform.
3. Booking Process
3.1 Bookings may be requested by phone or through our online enquiry methods as made available from time to time. A booking is not confirmed until we provide explicit confirmation and, where required, the Customer has paid any applicable deposit.
3.2 When making a booking, the Customer must provide accurate information, including the type of Premises, approximate room sizes, type and condition of carpets or fabrics, access details, parking information, and any known issues such as heavy soiling, stains, or damage.
3.3 The Customer is responsible for ensuring that all details in the booking confirmation are correct. Any discrepancies must be notified to us as soon as possible before the scheduled service date.
3.4 We reserve the right to refuse any booking request at our discretion, including where the Premises are outside our service area or we do not have capacity on the requested date.
4. Pricing and Quotations
4.1 Prices may be provided as an estimate based on the information supplied by the Customer. Where we have not inspected the Premises before providing a price, the quotation may be adjusted if the actual work required differs materially from that described.
4.2 Unless otherwise stated, prices are given in pounds sterling and inclusive of standard materials and equipment needed to carry out the agreed Services.
4.3 Any additional work requested on the day of service, or any variation to the agreed scope, may incur extra charges. The Technician will inform the Customer of any additional cost before proceeding, where reasonably practicable.
4.4 Promotional offers or discounts are subject to availability, may be withdrawn at any time, and cannot usually be combined unless expressly stated.
5. Payments
5.1 The Customer agrees to pay the full price for the Services as confirmed in the booking, along with any agreed additional charges, in accordance with the payment terms notified at the time of booking.
5.2 Payment is typically due on completion of the Services on the day of the visit unless otherwise agreed in writing in advance. We may require a deposit or full prepayment for certain bookings, such as larger or specialist work.
5.3 We may accept various payment methods, which can include card payments, bank transfer, or other methods advised by us. Some payment methods may be subject to processing times outside of our control.
5.4 For business or account customers, alternative billing arrangements may be agreed in writing, including payment on invoice with a specified due date. Late payment may incur interest and reasonable debt recovery costs in accordance with applicable UK law.
5.5 If the Customer fails to make full payment when due, we reserve the right to withhold or suspend further services and to pursue any lawful means to recover outstanding sums.
6. Customer Obligations
6.1 The Customer must ensure that the Technician has safe, unobstructed access to the Premises and to all areas requiring cleaning. The Customer agrees to provide suitable parking arrangements where possible and is responsible for any parking costs or permits required.
6.2 The Customer is responsible for moving small and light furniture and personal items out of the areas to be cleaned, unless otherwise agreed. Technicians may assist with moving certain items at their discretion but are not obliged to move heavy, fragile, or valuable items, electrical equipment, or items fixed to walls or flooring.
6.3 The Customer must notify us in advance of any known hazards, such as loose floorboards, damaged carpets, exposed wiring, or other risks at the Premises. Safety of staff and customers is a priority, and we may decline to work in unsafe conditions.
6.4 Children and pets must be kept away from work areas, equipment, and cleaning products during and immediately after the service, particularly while carpets and fabrics are still damp and drying.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by giving us adequate notice. Specific notice requirements and any applicable fees will be stated at the time of booking. As a general guideline, we may request at least 24 to 48 hours notice for standard bookings.
7.2 If the Customer cancels with insufficient notice, fails to provide access at the agreed time, or is not present where required to allow entry, we may charge a cancellation fee or a call-out fee to cover reasonable costs.
7.3 Where a deposit has been paid, it may be forfeited in whole or in part if the cancellation does not meet the required notice period, unless we agree otherwise at our discretion.
7.4 We reserve the right to cancel or reschedule a booking if we are unable to perform the Services due to reasons beyond our reasonable control, including extreme weather, illness, equipment failure, or other operational issues. In such cases, we will offer an alternative appointment where possible. We are not liable for any consequential loss arising from such cancellations.
8. Service Quality and Limitations
8.1 Stockwell Carpet Cleaners aims to provide a professional and diligent service. However, certain limitations apply. The outcome of cleaning can depend on the age and condition of carpets and fabrics, type of stains, previous cleaning or treatments, and the material composition.
8.2 We do not guarantee removal of all stains, odours, or marks, particularly where they are permanent in nature, have been set by previous cleaning attempts, or involve substances that cause irreversible damage.
8.3 Shrinkage, colour-run, or texture change can occasionally occur, particularly where items are already worn, poorly fitted, or not colourfast. We will take reasonable care and use appropriate methods, but we cannot be held responsible for pre-existing defects or inherent weaknesses in materials.
8.4 The Customer should allow adequate drying time before walking on cleaned carpets or using cleaned items. Drying times can vary depending on ventilation, heating, and atmospheric conditions. We are not liable for any transfer of dye, soiling, or damage caused by premature use.
9. Damage, Liability, and Complaints
9.1 We take reasonable care in the provision of the Services. If damage is caused as a direct result of our negligence, we will, at our option, repair the damage, arrange for a third party to repair it, or compensate the Customer to a reasonable extent, taking into account the age and condition of the item.
9.2 We are not responsible for:
a. Wear and tear or damage that existed before we started work.
b. Deterioration or damage arising from inherent defects, poor installation, or improper care of carpets and fabrics.
c. Loss or damage arising from failure to follow our advice on aftercare or drying times.
9.3 Our total liability for any loss or damage arising in connection with the Services shall, to the maximum extent permitted by law, be limited to the price paid or payable for the specific service in question, unless otherwise required by law.
9.4 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded under UK law.
9.5 Any complaint regarding the Services should be raised as soon as possible and, in any event, within a reasonable time after completion. We will investigate and may request photographs, access to inspect the issue, or other reasonable evidence. Where a complaint is upheld, we may at our discretion re-clean the affected area, provide a partial refund, or offer another reasonable remedy.
10. Waste Handling and Environmental Practices
10.1 Stockwell Carpet Cleaners complies with applicable UK regulations relating to waste and environmental protection. Any waste generated as part of our Services, such as extracted soiling, packaging of supplies, or used consumables, will be handled responsibly.
10.2 We will not remove or dispose of general household rubbish, bulky items, or hazardous materials as part of the standard service unless expressly agreed in advance and permitted under relevant regulations.
10.3 Where cleaning involves the extraction of contaminated water or residues, we will manage this in a manner consistent with health, safety, and environmental requirements. Customers must not request or require us to dispose of waste in an unlawful or inappropriate manner.
10.4 The Customer must inform us of any known contamination, such as the presence of hazardous substances, bodily fluids, or other materials requiring specialist handling. Additional charges may apply for specialist cleaning or disposal, and we may decline to carry out work that would breach applicable regulations.
11. Access, Keys, and Security
11.1 If the Customer will not be present at the Premises, alternative access arrangements must be agreed in advance. Where keys are provided, the Customer confirms that they have authority to grant access and that all necessary permissions have been obtained.
11.2 We will take reasonable care of any keys supplied and of the security of the Premises while performing the Services. However, we cannot be held responsible for pre-existing security issues or for events outside our control.
11.3 Keys will be returned at the end of the service or in accordance with any agreed arrangement.
12. Health and Safety
12.1 Our Technicians will follow reasonable health and safety practices and may refuse to undertake work that they believe to be unsafe. We may terminate or suspend Services if conditions present a risk to health or safety.
12.2 The Customer agrees not to interfere with equipment or cleaning solutions used during the service and to keep children, pets, and other occupants away from work areas.
13. Data Protection and Privacy
13.1 We collect and process personal information as necessary to manage bookings, deliver Services, and handle payments and customer communications. We will handle personal data in accordance with applicable UK data protection laws.
13.2 Customer details will not be sold to third parties. Limited information may be shared with suppliers or partners where required to deliver the Services or comply with legal obligations.
14. Changes to Terms and Conditions
14.1 Stockwell Carpet Cleaners may update these Terms and Conditions from time to time. The version in force at the time of the booking will generally apply to that booking.
14.2 Updated terms may be published on our website or made available on request. Continued use of our Services after any changes take effect will constitute acceptance of the revised terms for new bookings.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any Agreement for the provision of Services are governed by and shall be construed in accordance with the laws of England and Wales.
15.2 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, the Services, or their subject matter or formation.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by Stockwell Carpet Cleaners to exercise any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.
16.3 The Agreement is between Stockwell Carpet Cleaners and the Customer. No other person shall have any rights to enforce any of its terms.
16.4 These Terms and Conditions constitute the entire agreement between the parties in relation to the Services and supersede any prior understandings, representations, or agreements, whether oral or written, relating to the same subject matter.
