Carpet Cleaners E1 Service Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners E1 provides professional cleaning services to residential and commercial customers. By making a booking, accessing our services or allowing our cleaners to enter your premises, you agree to be bound by these Terms and Conditions.
If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.
Definitions
In these Terms and Conditions, the following expressions have the meanings shown:
Company refers to Carpet Cleaners E1 providing the cleaning services.
Client refers to any individual, business or organisation who books or receives services from the Company.
Premises refers to the address or property where the services are to be carried out.
Services refers to carpet, upholstery and related cleaning services and any other services agreed in writing between the Company and the Client.
Cleaner refers to any employee, subcontractor or representative engaged by the Company to deliver the Services.
Scope of Services
The Company provides professional carpet and related cleaning services within its service area. The specific Services to be supplied, including the rooms, areas and items to be treated, will be agreed during the booking process and confirmed by the Company.
The Company reserves the right to refuse or discontinue Services if the Premises are unsafe, inaccessible, in breach of health and safety standards, or if the Client behaves in a threatening or abusive manner towards any Cleaner.
The Company does not guarantee the removal of all stains, marks or odours. The results of cleaning depend on factors including the age and condition of carpets and fabrics, previous cleaning methods, and the nature and duration of staining.
Booking Process
Bookings may be made by the Client by contacting the Company and providing accurate details of the Premises, required Services, access arrangements, and any relevant information about the condition of carpets, rugs, upholstery or other areas to be cleaned.
The Company will provide an estimate or quotation based on the information supplied by the Client. Any quotation is subject to change if the information provided by the Client is inaccurate or incomplete, or if additional Services are requested at the time of attendance.
A booking is not confirmed until the Company has expressly accepted it and provided confirmation to the Client. The Company may also require a deposit or pre-authorisation of card details to secure the booking.
The Client is responsible for ensuring that all details provided to the Company are correct. Any errors or omissions may result in additional charges or a delay or cancellation of the Services.
Access to Premises
The Client must ensure that the Cleaner has safe and uninterrupted access to the Premises at the agreed date and time. The Client must either be present at the start and end of the appointment or provide suitable arrangements for access and securing the Premises.
If the Cleaner is unable to gain access to the Premises, or if access is delayed by more than 20 minutes through no fault of the Company, the Company may treat this as a late cancellation and apply the relevant fee.
The Client is responsible for ensuring that electricity, running water and adequate lighting are available at the Premises during the appointment. If essential utilities are not available, the Company may be unable to provide the Services and may charge a call-out or cancellation fee.
Client Responsibilities
The Client must remove or secure any fragile, valuable or irreplaceable items before the start of the Services. The Company will not be responsible for the care of cash, jewellery, art, antiques or other valuables which have not been clearly identified and agreed in writing.
The Client must inform the Company of any known defects, weaknesses or special instructions relating to carpets, rugs, upholstery, flooring or fittings, including loose seams, wear, colourfastness issues, water sensitivity or prior damage.
The Client is responsible for ensuring that pets and children are kept away from the work area and equipment during the delivery of the Services and for any period reasonably required for carpets and fabrics to dry.
Pricing and Payment Terms
All prices are provided in advance where reasonably possible. The final price may vary from an initial estimate if the actual condition, size or nature of the work differs from that described by the Client during booking, or if additional Services are requested.
Unless otherwise agreed in writing, payment is due in full on completion of the Services on the day of the appointment. The Company may accept various payment methods. Any available methods will be confirmed to the Client prior to or at the time of service.
The Client agrees to pay all charges promptly and without deduction, set-off or counterclaim. If a deposit has been taken, it will be applied against the final invoice.
Where Services are provided on a recurring or contract basis, the Company may issue periodic invoices in accordance with an agreed schedule. Payment terms for such invoices will be specified on the invoice. Late payment may result in suspension of Services and the application of interest or administrative fees.
Cancellation and Rescheduling
The Client may cancel or reschedule a booking by giving notice to the Company. The following conditions apply unless otherwise agreed in writing.
If the Client cancels or reschedules more than 24 hours before the scheduled appointment time, no cancellation fee will usually be charged.
If the Client cancels or reschedules less than 24 hours before the scheduled appointment time, the Company may charge a cancellation fee up to a reasonable proportion of the estimated service cost, to cover lost booking time and associated costs.
If the Cleaner attends the Premises but is unable to gain access, or if the Client refuses entry or is not present to provide access as agreed, the Company may treat this as a same-day cancellation and may charge the full or partial service fee.
The Company reserves the right to cancel or reschedule a booking at any time in case of unforeseen circumstances, including but not limited to staff illness, equipment failure, extreme weather, or events beyond its control. In such cases the Company will notify the Client as soon as reasonably practicable and offer the earliest available alternative appointment. The Company will not be liable for any indirect loss or expenses incurred by the Client as a result of such cancellation or rescheduling.
Service Quality and Complaints
The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they must inform the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services.
Upon receiving a complaint, the Company may request photographs, a description of the issue and, where appropriate, an opportunity to inspect the Premises. Where the complaint is justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy.
The Company will not be liable for any complaint raised more than 48 hours after completion of the Services, or where the Client has arranged remedial work with a third party before giving the Company an opportunity to inspect and respond.
Liability and Limitations
The Company will use reasonable care and skill in providing the Services. However, the Company shall not be liable for any loss, damage, cost or expense arising from:
Existing damage, wear or defects in carpets, rugs, upholstery, flooring or fittings, whether visible or not, including but not limited to loose threads, fraying, discoloration, shrinkage or separation.
Damage resulting from the Client’s failure to disclose information about the nature or condition of carpets or fabrics, including the presence of non-colourfast dyes, unstable backing, or previous use of inappropriate cleaning agents.
Any indirect or consequential loss, including loss of profit, business, contracts, or goodwill, whether caused by negligence, breach of contract or otherwise.
The Company’s total liability to the Client in respect of any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable by the Client for the specific Services giving rise to the claim.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot legally be limited or excluded.
Insurance
The Company maintains appropriate insurance cover in respect of its business activities, subject to the terms, conditions and exclusions of the relevant policies.
The Client acknowledges that any claim for loss or damage may be subject to the limits, conditions and exclusions set out in the Company’s insurance policies and that the Company’s liability will not exceed the level of cover provided by such policies where applicable.
Waste Handling and Environmental Compliance
The Company will handle waste water, extracted dirt and residues from the cleaning process in a manner that complies with applicable waste and environmental regulations.
The Client agrees not to request or require the Company to dispose of waste in a way that breaches any applicable environmental, waste disposal or local authority regulations. The Client is responsible for any penalties or liabilities arising from instructions given to the Company that contravene such regulations.
Where the Client has specific requirements or restrictions regarding drainage, waste water disposal or chemical use at the Premises, the Client must inform the Company in advance so that appropriate arrangements can be considered.
Health and Safety
The Company will carry out the Services with regard to health and safety laws and best practice. The Client must inform the Company of any health and safety risks at the Premises, including hazardous materials, damaged flooring, loose wiring or other conditions that could pose a risk to the Cleaner.
The Company may decline to provide Services, or may cease work, if in the reasonable opinion of the Cleaner the Premises are unsafe or if continuing work would pose an unacceptable risk to health or safety.
Property and Keys
Where the Client provides keys, access codes or other security details to enable access to the Premises, the Company will take reasonable care to keep these secure and confidential.
The Company will not be liable for any loss or damage arising from keys or access details being provided incorrectly by the Client or from circumstances beyond the reasonable control of the Company.
On completion of the Services, the Cleaner will take reasonable steps to ensure that the Premises are secure, including closing windows and locking doors where these were closed and locked on arrival, unless instructed otherwise by the Client.
Intellectual Property
All content, materials, branding, descriptions of Services and any documentation produced by the Company remain the property of the Company and may not be reproduced or used without prior written consent.
Amendments to Terms
The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new bookings from the date of publication or notification. For ongoing contract Clients, the Company will notify the Client of significant changes and the continued use of the Services will constitute acceptance of the revised Terms and Conditions.
Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay or failure to perform its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, flooding, fire, power cuts, strikes, acts of government, or failure of public utilities.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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.
Severability
If any provision or part-provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision or part-provision shall be deemed to be deleted, and the remaining provisions shall continue in full force and effect.
Entire Agreement
These Terms and Conditions, together with any written quotation, booking confirmation or service agreement, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior understandings, statements or representations, whether oral or written.
By making a booking or allowing the Services to be performed, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
