Thornton Heath Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Thornton Heath Carpet Cleaners provides carpet, upholstery and related cleaning services. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the individual or business requesting or receiving services from Thornton Heath Carpet Cleaners.
Company means Thornton Heath Carpet Cleaners, the provider of the cleaning services.
Services means carpet, upholstery, rug, mattress and any related cleaning or stain treatment services provided by the Company, including any agreed additional services.
Premises means the property or properties where the Services are to be carried out.
Technician means an employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
The Company provides professional carpet, upholstery and related cleaning services to residential and commercial Clients. The exact scope of the Services for each booking will be agreed with the Client in advance, based on the information the Client provides about the Premises and items to be cleaned.
The Company will use reasonable care and skill in performing the Services and will aim to achieve a high standard of cleanliness appropriate to the type, age and condition of the materials treated. However, the Company does not guarantee that all stains, marks or odours will be completely removed, particularly where they are permanent or have been treated previously with unsuitable products.
3. Booking Process
Clients may request a quote and book Services by contacting the Company through its advertised channels. When requesting a quote, the Client must provide accurate information about the areas and items to be cleaned, their approximate sizes, the type of material, the level of soiling and any particular issues such as heavy staining, pet odours or water damage.
Any quotation provided is based on the information supplied by the Client and is subject to change if the description of the work required is inaccurate or incomplete. The Company reserves the right to revise the quotation on arrival at the Premises if the actual work required differs from the original description, including where the area is larger than stated, access is more difficult than anticipated, or the level of soiling or damage is more severe.
A booking will be considered confirmed once the Company has acknowledged the booking and, where applicable, received any required deposit. The Company reserves the right to refuse or decline any booking at its discretion.
4. Access to the Premises
The Client is responsible for providing safe and reasonable access to the Premises at the agreed date and time. This includes ensuring that someone is present to allow entry, that parking or loading is available where necessary, and that the work areas are reasonably clear and accessible for the Technician to carry out the Services.
If the Premises are inaccessible or the Technician is unable to gain entry at the agreed time, the visit may be treated as a late cancellation and a fee may be charged in accordance with the cancellation terms set out below.
5. Client Responsibilities Before Cleaning
The Client is responsible for:
Ensuring that all valuables, fragile items and personal belongings are stored safely away from the work areas.
Moving small items of furniture and personal effects where possible, unless otherwise agreed as part of the Service.
Informing the Company of any existing damage, wear, defects or special features of the items or areas to be cleaned, including loose fittings, colour instability, shrinkage risk or previous repairs.
Making the Technician aware of any known health and safety risks at the Premises.
Heavy or delicate furniture, appliances and large items may not be moved by the Technician for safety and insurance reasons. Where such items are not moved, the Company will clean accessible areas only.
6. Pricing and Estimates
Prices are normally quoted per room, per item or per approximate square metre, depending on the nature of the work. The Company may provide estimates over the phone or in writing based on the information provided by the Client. All estimates are subject to confirmation on inspection of the Premises.
Unless otherwise stated, prices are exclusive of any government taxes or charges that may apply. If such charges are applicable, they will be clearly stated before the Client confirms the booking.
Additional charges may apply for heavily soiled areas, stain protection treatments, emergency or out-of-hours appointments, difficult access, or additional work requested on the day of service. Any such charges will be discussed with the Client before proceeding.
7. Payments
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment immediately on completion of the Services at the Premises.
Accepted payment methods may include cash, card payments or bank transfer, subject to availability and any conditions specified by the Company at the time of booking.
For commercial Clients or larger projects, the Company may agree alternative payment terms in writing. Where an invoice is issued, payment must be made by the due date stated on the invoice. The Company reserves the right to charge interest and reasonable administration fees on overdue amounts in accordance with applicable UK law.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise agreed:
Cancellation or rescheduling with at least 48 hours notice will usually be accepted without charge.
Cancellation or rescheduling with less than 48 hours notice may incur a cancellation fee, which may be up to a reasonable percentage of the quoted service price to cover lost time and costs.
If the Technician arrives at the Premises and is unable to gain access, or if the Client is not present and has not made suitable arrangements for access, this may be treated as a late cancellation and a call-out or cancellation fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, such as severe weather, illness, transport disruption, equipment failure or other operational issues. In such cases, the Company will notify the Client as soon as reasonably possible and will offer to reschedule the appointment at a mutually convenient time. The Company will not be liable for any loss arising from such cancellation, other than refunding any pre-paid amounts for Services not provided.
9. Health, Safety and Conduct
The Company will carry out the Services in accordance with applicable health and safety requirements and will use cleaning products and equipment appropriate for professional use.
The Client must ensure a safe working environment at the Premises and must not request the Technician to engage in any activity or use any equipment or chemicals that are unsafe or outside the agreed scope of the Services.
The Company expects its Technicians and Clients to behave respectfully at all times. The Company reserves the right to withdraw Services and leave the Premises immediately if a Technician experiences abusive, threatening or unsafe behaviour, or if conditions at the Premises present a serious health or safety risk. In such cases, the visit may be treated as a cancellation by the Client.
10. Damage, Liability and Limitations
The Company will exercise reasonable care and skill when providing the Services and when handling the Client s property. However, the Client acknowledges that some risk of damage, discolouration, shrinkage or wear may be unavoidable when cleaning certain materials, particularly where they are old, fragile, heavily soiled, or have pre-existing damage.
The Company will not be liable for:
Any pre-existing damage, defects, stains, wear or discolouration that cannot be remedied by cleaning.
Damage arising from undisclosed or unknown faults in materials, construction, dyes, backing or fixings.
Damage or loss resulting from the Client s failure to follow the Company s recommendations regarding drying times, ventilation, or use of cleaned areas following the Service.
Incidental or consequential losses, such as loss of profit, loss of enjoyment, or costs of alternative accommodation, even if the Company has been advised of the possibility of such losses.
If the Client believes that the Company has caused damage or has failed to provide the Services with reasonable care and skill, the Client must notify the Company as soon as possible and in any event within a reasonable time of discovering the issue, allowing the Company an opportunity to inspect and, where appropriate, to remedy the problem.
Where liability is established, the Company s total liability to the Client in respect of any claim arising out of or in connection with the Services shall be limited, to the extent permitted by law, to the value of the Services provided or the reasonable cost of repair or replacement of the damaged item, whichever is lower.
Nothing in these Terms and Conditions excludes or limits the Company s liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot legally be excluded or limited.
11. Waste, Disposal and Environmental Regulations
The Company will comply with applicable UK regulations relating to the handling and disposal of waste generated in the course of providing the Services. This may include the removal and disposal of limited quantities of waste water, cleaning residues and non-hazardous debris arising directly from the cleaning process.
The Client is responsible for the disposal of general household or commercial waste, bulky items, hazardous materials, sharps, clinical waste and any other refuse not directly created by the Company while performing the Services. The Company does not operate as a general waste carrier and will not remove such materials unless this has been expressly agreed in advance and the Client has accepted any additional charges and conditions.
The Company aims to minimise any adverse environmental impact from its operations and may use eco-friendly products where appropriate. The Client should inform the Company in advance of any specific environmental or disposal requirements that apply at the Premises.
12. Guarantees and Satisfaction
The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the cleaning carried out, the Client should notify the Company promptly, normally within 24 hours of completion where practicable. The Company may, at its discretion, arrange to re-attend the Premises to inspect the issue and, where appropriate, to re-clean the affected area.
Any re-clean or remedial work is provided as a gesture of goodwill and does not constitute an admission of liability. The Company does not offer guarantees of complete stain removal or restoration, as results can vary depending on the nature of the staining and the condition of the materials.
13. Insurance
The Company maintains appropriate insurance cover in respect of its business operations, subject to the policy terms, conditions and exclusions. Details of insurance cover can be made available on request.
14. Privacy and Data
The Company may collect and use personal information from Clients for the purposes of managing bookings, providing Services, processing payments and handling enquiries or complaints. The Company will take reasonable steps to protect such information and will not sell or share it with third parties except where necessary to deliver the Services, process payments, comply with legal obligations or operate its business.
15. Variations to Terms
The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Client s booking will normally apply to that booking. Continued use of the Services after any changes have been notified or made available will constitute acceptance of the revised Terms and Conditions.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided, 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 the provision of the Services.
17. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any prior understandings, promises, representations or agreements, whether written or oral, relating to the same subject matter.
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
By booking or using the Services of Thornton Heath Carpet Cleaners, the Client confirms that they have read, understood and agree to these Terms and Conditions.
