Carpet Cleaners E11 Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners E11 provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions.
These terms are intended to protect both you as the customer and Carpet Cleaners E11, and to ensure our services are delivered in a safe, lawful and efficient manner. Please read them carefully before confirming a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person, firm or company booking the services, whether as owner, tenant, managing agent or otherwise.
Company means Carpet Cleaners E11, the provider of the services.
Premises means the address or addresses where the services are to be carried out.
Services means carpet, rug, upholstery and other cleaning or related services as agreed between the Company and the Customer.
Operative means any employee, contractor or representative of the Company who carries out the services.
Agreement means the contract between the Company and the Customer comprising these Terms and Conditions and any quotation or booking confirmation issued by the Company.
2. Scope of Services
The Company will provide the services as described in the quotation or booking confirmation supplied to the Customer. Unless specifically stated otherwise, services relate only to cleaning work and do not include repair, restoration, pest control, building works, or any other specialist trade.
The Company reserves the right to decline work that in its reasonable opinion is unsafe, unlawful, unsuitable for the methods or equipment available, or beyond the reasonable competence of a professional cleaning contractor.
Any additional services requested on site which were not included in the original quotation are subject to availability and may incur additional charges. The Company is under no obligation to provide services beyond those agreed in writing.
3. Booking Process
Bookings may be made by the Customer through the Company’s approved booking channels as advertised from time to time. The Customer must provide accurate information about the premises, including type and approximate size of areas to be cleaned, type of flooring or upholstery, parking and access arrangements, and any known risks or restrictions.
A booking is not confirmed until the Company has issued a booking confirmation and, where applicable, received any required deposit or prepayment. Provisional times and dates discussed prior to confirmation are subject to availability and may change.
The Customer is responsible for ensuring that a person authorised to grant access will be present at the agreed start time, or that appropriate arrangements have been made for keys and entry. The Company may charge a waiting fee or a call-out fee if the operative cannot gain access within a reasonable time.
Where the Customer is a managing agent, landlord or other representative, the Customer confirms that they are authorised to arrange services at the premises and agrees that they remain responsible for payment and compliance with these terms.
4. Quotations and Pricing
All quotations are based on the information provided by the Customer and on the Company’s current price structure. Quotations are normally given as fixed prices for defined areas or items, or as hourly rates for specified tasks. Prices include the cost of labour, standard cleaning materials and equipment, unless otherwise stated.
The Company reserves the right to adjust the price if the information supplied by the Customer is inaccurate or incomplete, or where the actual condition, size or nature of the work on arrival is significantly different from that described at the time of quoting. In such cases the Company will inform the Customer of any change in price before work proceeds further. If the Customer does not agree to the revised price, the Company may cancel the booking and charge a reasonable call-out fee.
Unless stated otherwise, prices are exclusive of any applicable taxes, which will be added at the prevailing rate where required by law.
5. Payments and Deposits
Payment terms will be confirmed at the time of booking. The Company may require a deposit or full prepayment to secure the appointment, particularly for larger jobs, first-time customers, or peak-time bookings.
Where payment is due on completion, the Customer must pay the operative or the Company in full immediately after the services have been provided, using one of the accepted payment methods specified by the Company. For account customers, written credit terms must be agreed in advance. If no specific credit terms are agreed, payment is due on the date of invoice.
If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount at the statutory rate from the due date until the date of payment in full, together with any reasonable costs of collection.
The Customer is not entitled to withhold payment by way of set-off or counterclaim, unless such set-off or counterclaim has been agreed in writing by the Company.
6. Cancellations, Rescheduling and Access
The Customer may cancel or reschedule a booking by giving the Company notice through the booking channels used. The Company may apply a cancellation or rescheduling charge if sufficient notice is not given.
Unless otherwise stated in the booking confirmation, the following will normally apply. If the Customer cancels or reschedules more than 48 hours before the agreed start time, any deposit paid may be applied to a future booking or refunded at the Company’s discretion. If the Customer cancels or reschedules with less than 48 hours’ notice, the Company may retain all or part of any deposit and may charge up to a reasonable proportion of the estimated fee.
If the operative attends the premises at the agreed time and is unable to gain access, or if the work cannot be carried out due to circumstances within the Customer’s control, this will be treated as a late cancellation and a call-out fee or the full service charge may apply.
The Company may cancel or postpone a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather, safety concerns, or equipment failure. In such cases the Company will offer to rebook the service at the earliest convenient time but shall not be liable for any indirect loss arising from the cancellation.
7. Customer Obligations and Site Preparation
The Customer must ensure that the premises are safe and accessible for the operative to carry out the services. This includes providing adequate lighting, running water, and where needed, access to electricity. The Customer must inform the Company of any hazards, delicate items, or particular areas of concern before work begins.
The Customer is responsible for moving small and fragile items, valuable objects, and personal belongings away from areas to be cleaned. Larger furniture may be moved at the discretion of the operative where it is safe and reasonable to do so, but the Company is under no obligation to move heavy, fragile or fixed items.
Children, pets and other occupants should be kept away from the areas in which the operative is working and from any equipment or chemicals used. The Customer is responsible for supervising children and pets on the premises at all times.
8. Cleaning Standards and Limitations
The Company will use reasonable skill and care in providing the services, applying suitable cleaning methods and products based on professional judgment and the information available at the time of service.
While the Company aims to achieve high standards of cleanliness, it cannot guarantee removal of all stains, odours or marks, or restoration of items to their original condition. The outcome of cleaning depends on factors such as the age and type of material, nature and duration of staining, previous cleaning products used, and general wear and tear.
Drying times for carpets and fabrics vary according to ventilation, temperature, humidity and pile thickness. Any indications of drying time are estimates only. The Customer should take care when walking on damp carpets or using recently cleaned items.
9. Damage, Liability and Insurance
The Company will take reasonable care when carrying out the services, but minor and fair wear or the loosening of pre-existing weak fibres, seams or finishes may occur as a result of professional cleaning, especially where materials are old, damaged or heavily soiled.
The Customer must inform the Company of any known vulnerabilities, such as loose seams, colour instability, pre-existing damage, or previous treatments that may affect cleaning results. The Company will not be liable for damage arising from information withheld or inaccurate information supplied by the Customer.
The Company’s liability for any direct loss or damage caused by its negligence or breach of contract shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repairing the damage or the current value of the affected item or area, and in any event shall not exceed the total amount paid or payable for the relevant services.
The Company shall not be liable for any indirect or consequential loss, such as loss of profits, loss of rent, or loss of enjoyment, arising from the provision or non-provision of the services.
Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be limited or excluded.
10. Waste Handling and Environmental Compliance
The Company will comply with applicable waste and environmental regulations when carrying out the services. Where cleaning generates waste such as used solutions, soiled water, empty chemical containers or removed debris, the Company will dispose of such waste in a safe and lawful manner.
In most cases, waste water from standard carpet and upholstery cleaning will be discharged via appropriate drainage at the premises, in accordance with local regulations. The Customer must provide access to suitable drainage, such as sinks or drains, and confirm that they are in good working order.
Where additional or non-standard waste is produced, such as large volumes of removed material or waste not suitable for standard drainage, special disposal arrangements may be required and may incur additional charges. The Customer will be informed of any such requirements where reasonably foreseeable.
The Customer must not instruct the operative to dispose of waste in any way that breaches waste or environmental regulations. If the Customer insists on such disposal, the operative will refuse and may terminate the services without refund.
11. Complaints and Rectification
If the Customer is dissatisfied with any aspect of the services, they must notify the Company as soon as possible, and in any event within 48 hours of completion, giving clear details of the issue. The Company will investigate and, if it considers the complaint justified, may offer a re-clean of the affected area or another appropriate remedy.
The Customer must allow the Company reasonable access to inspect and, where agreed, to attempt to rectify any issues. Failure to provide such access may limit the Company’s ability to investigate and may affect any potential remedy.
Complaints raised after a significant delay or after further work by third parties has been carried out may not be accepted, as the Company may be unable to determine the cause of the issue.
12. Health and Safety
The Company will use products and methods designed for professional use and will follow relevant health and safety guidance. Safety data and instructions for any chemicals used are available on request.
The Customer must inform the Company of any allergies, sensitivities or health concerns that may be affected by cleaning products. Where appropriate, the Company will seek to use alternative products, but cannot guarantee full suitability for all individuals.
The Customer must not obstruct exits, equipment or work areas, and must follow any reasonable instructions given by the operative to ensure safety.
13. Data Protection and Privacy
The Company will handle personal data supplied by the Customer in accordance with applicable data protection laws. Information will be used for the purposes of managing bookings, delivering services, processing payments, and communicating regarding the Agreement. The Company may retain records for a reasonable period for administrative and legal purposes.
The Customer is responsible for ensuring that any personal data relating to third parties, such as tenants or occupants, is shared with the Company only where lawful to do so.
14. Variation and Termination
The Company may vary these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking. Any variation to the Agreement requested by the Customer must be agreed in writing by the Company.
Either party may terminate the Agreement with immediate effect if the other party commits a serious breach which, if capable of remedy, is not remedied within a reasonable period after written notice. Termination will not affect any rights or obligations accrued prior to the date of termination.
15. 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, save that nothing shall limit the right of the Company to bring proceedings in any other court of competent jurisdiction where appropriate.
16. General Provisions
If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
No failure or delay by the Company to exercise any right or remedy shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.
The Agreement is between the Company and the Customer. No other person shall have any rights to enforce any of its terms.
By proceeding with a booking and allowing the services to be carried out, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
