Carpet Cleaners E9 Service Terms and Conditions
These Terms and Conditions govern the provision of carpet and related cleaning services by Carpet Cleaners E9 to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 Customer means any individual, company, or organisation that requests, books, or receives services from Carpet Cleaners E9.
1.2 Company, we, us, or our means Carpet Cleaners E9, the cleaning service provider.
1.3 Services means any carpet, upholstery, rug, hard floor, or related cleaning services supplied by the Company.
1.4 Premises means the property, address, or location where the Services are to be carried out.
1.5 Booking means a confirmed appointment for the provision of Services, whether made online, in writing, or verbally.
1.6 Technician means any employee, contractor, or representative assigned by the Company to carry out the Services.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within its operational area, including E9 and surrounding districts, subject to availability.
2.2 The specific Services to be performed, including areas to be cleaned, type of treatment, and any additional tasks, will be agreed at the time of Booking and confirmed in writing where applicable.
2.3 The Company reserves the right to decline any job that, in its reasonable opinion, poses a health and safety risk, is inaccessible, or cannot be completed with the available equipment and resources.
2.4 Any request for additional Services on the day of cleaning is subject to the Technician’s schedule, feasibility, and may incur additional charges.
3. Booking Process
3.1 Bookings may be made via our website booking form or through other communication channels as made available by the Company from time to time.
3.2 When making a Booking, the Customer must provide accurate and complete information, including full address, access instructions, type of flooring and furnishings, approximate areas or number of rooms, and any known issues such as heavy soiling, stains, pets, or odours.
3.3 The Company will provide a price estimate based on the information supplied by the Customer. The final price may vary if, upon arrival, the Technician finds that the actual work required differs significantly from what was described.
3.4 A Booking is considered confirmed only when the Company has issued a confirmation, which may be done verbally, by message, or in writing.
3.5 The Customer is responsible for ensuring that someone with authority is present at the Premises at the agreed time to grant access and confirm the areas to be cleaned.
4. Pricing and Quotations
4.1 All prices are quoted in pounds sterling (GBP) and are inclusive or exclusive of VAT as indicated by the Company at the time of Booking.
4.2 Quotations are based on average room sizes, standard levels of soiling, and normal access. Heavily soiled carpets, extensive staining, large rooms, or complex layouts may incur additional charges.
4.3 The Company reserves the right to revise any quotation after inspection of the Premises or if the information originally provided by the Customer is incomplete or inaccurate.
4.4 Any additional charges will be clearly communicated to the Customer before work is carried out or continued.
5. Payments
5.1 Unless otherwise agreed in writing, payment is due on completion of the Services on the same day.
5.2 Payment methods accepted will be indicated by the Company and may include cash, card payment, or bank transfer. The Customer must ensure that full payment is made using one of the accepted methods.
5.3 For commercial Customers or larger projects, the Company may require a deposit or advance payment prior to the date of Service. Any such requirement will be communicated at the time of Booking.
5.4 Where the Company has agreed to invoice the Customer, payment must be made within the specified invoice terms. If no specific term is stated, payment is due within 7 calendar days of the invoice date.
5.5 In the event of late payment, the Company reserves the right to charge interest on the overdue amount and to recover any reasonable costs incurred in pursuing payment.
6. Cancellations, Rescheduling, and Access
6.1 The Customer may cancel or reschedule a Booking by providing at least 24 hours notice before the scheduled start time.
6.2 If less than 24 hours notice is given, the Company reserves the right to charge a cancellation fee, which may be up to 50 percent of the estimated service cost, to cover lost time and administrative expenses.
6.3 If the Technician arrives at the Premises and is unable to gain access, or if the Customer is not present and has not arranged suitable access, this may be treated as a late cancellation and a call-out or cancellation fee may apply.
6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to adverse weather, equipment failure, illness, or transport issues. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment.
7. Customer Obligations and Preparation
7.1 The Customer must ensure that the Premises are safe, secure, and accessible for the Technician at the agreed time.
7.2 The Customer is responsible for moving fragile items, valuable objects, small furniture, and personal belongings out of the areas to be cleaned before the Technician arrives. The Company may decline to move heavy or delicate furniture and accepts no liability for damage to items that the Customer has chosen to leave in place.
7.3 The presence of pets should be disclosed at the time of Booking. The Customer must ensure that pets are kept away from the work areas for the duration of the Service and until carpets or textiles are fully dry.
7.4 The Customer must ensure that there is a supply of electricity and water at the Premises for use by the Technician. Some services may not be possible without these utilities.
7.5 The Customer must inform the Technician of any pre-existing damage, loose fittings, frayed edges, or special materials that may affect the provision of the Services.
8. Service Limitations and Results
8.1 While the Company uses professional equipment and cleaning solutions, it cannot guarantee the removal of all stains, odours, or marks. The outcome depends on factors such as the age and type of stain, previous attempts at cleaning, and the material of the carpet or upholstery.
8.2 Any estimated drying times are approximate and may vary according to ventilation, temperature, humidity, and carpet thickness. The Customer is responsible for ensuring adequate ventilation and following any aftercare advice given by the Technician.
8.3 The Company does not accept liability for wear, discolouration, shrinkage, or damage that arises from inherent defects, improper installation, previous cleaning methods, or where the item is not colourfast or fit for wet or chemical cleaning.
8.4 The Customer acknowledges that certain materials, backing, or dyes may react unpredictably to cleaning. Where a risk is identified, the Technician will explain this before proceeding, and the Customer may be asked to provide consent to continue.
9. Liability and Insurance
9.1 The Company will exercise reasonable care and skill in providing the Services and will take all reasonable steps to protect the Customer’s property.
9.2 The Company holds relevant liability insurance for the provision of cleaning services. Details of cover can be provided on request.
9.3 The Company’s total liability in respect of any claim arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the value of the Services supplied or the amount recoverable under its insurance policy, whichever is greater.
9.4 The Company shall not be liable for loss of profits, loss of business, interruption to operations, or any indirect or consequential losses suffered by the Customer.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
10. Damage, Complaints, and Claims
10.1 Any complaint or concern regarding the Services must be reported to the Company as soon as reasonably possible and in any event within 48 hours of completion of the work.
10.2 The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, to attempt to rectify any issue. Refusal to grant such access may limit the Company’s ability to investigate and may affect any remedy offered.
10.3 Claims for damage must be supported by evidence, such as photographs and a description of the issue. Where appropriate, the Company may arrange an independent assessment.
10.4 Where damage is found to be directly caused by the Company’s negligence, the Company may choose to repair the item, offer a replacement, or provide a financial settlement, subject to the limitations in these Terms and Conditions.
11. Waste Handling and Environmental Responsibilities
11.1 The Company complies with applicable UK laws and local regulations relating to the handling, storage, and disposal of waste and cleaning by-products.
11.2 Waste water and residue generated during the cleaning process will be managed in a manner that is safe and environmentally responsible. Where possible, waste will be discharged using appropriate drains at the Premises, in accordance with local authority requirements.
11.3 The Customer must advise the Technician of any restrictions on waste water disposal at the Premises. If normal disposal methods cannot be used due to site-specific rules, additional time and charges may apply for alternative handling.
11.4 The Company will not remove general household rubbish, construction debris, or hazardous materials from the Premises unless specifically agreed as part of the Services.
12. Health and Safety
12.1 The Company operates in accordance with applicable health and safety legislation and takes reasonable steps to protect both its Technicians and Customers.
12.2 The Customer must inform the Technician of any known hazards at the Premises, such as loose flooring, electrical issues, or restricted access areas.
12.3 The Customer agrees not to walk on damp carpets or treated areas where signage indicates a slip risk, and to keep children and pets away from equipment, cables, and chemicals.
13. Privacy and Data Protection
13.1 The Company collects and processes personal data such as names, addresses, and contact details solely for the purpose of managing Bookings, delivering Services, and handling payments and enquiries.
13.2 Personal data will be stored securely and will not be sold or disclosed to third parties except where required to deliver the Services, process payments, comply with legal obligations, or enforce these Terms and Conditions.
13.3 Customers have the right to request access to, correction of, or deletion of their personal data where permitted by law.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated.
14.2 The version of the Terms and Conditions in force at the time of Booking will apply to that particular service appointment, unless the Customer agrees otherwise in writing.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and 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 or their subject matter.
16. Severability
16.1 If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful, and enforceable.
16.2 If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the remaining provisions.
17. Entire Agreement
17.1 These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings, agreements, or representations, whether written or oral.
17.2 No variation of these Terms and Conditions shall be effective unless it is agreed in writing by an authorised representative of the Company.
