Ruislip Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Ruislip Carpet Cleaners provides professional carpet, rug, upholstery and related cleaning services. By booking a service, 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 expressions have the meanings set out below:
Client means the person, company or organisation booking cleaning services with Ruislip Carpet Cleaners.
Company means Ruislip Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, curtain or other cleaning service, stain treatment, deodorising, or related service supplied by the Company.
Booking means a confirmed appointment for Services on a specified date and time at a specified address.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
The Company provides cleaning services for domestic and commercial Clients. The specific Services, areas to be cleaned, and any additional treatments will be agreed at the time of booking or during an on-site assessment.
The Company will exercise reasonable care and skill in providing the Services, using appropriate cleaning methods and products suitable for the items and surfaces to be treated, based on information provided by the Client.
The Company does not guarantee the removal of all stains or odours. Some stains may be permanent due to their nature, age, prior treatment, or the type and condition of the material.
3. Booking Process
Bookings can be made by the Client through the Company’s accepted communication channels. When requesting a Booking, the Client must provide accurate details, including the Premises address, parking information, access instructions, type and size of areas or items to be cleaned, and any known issues such as heavy soiling, pre-existing damage, or recent spills.
All Bookings are subject to availability and confirmation by the Company. The Company reserves the right to decline a Booking or to propose an alternative date and time.
For larger or more complex jobs, the Company may recommend or require an on-site assessment before confirming the Booking and final quote. Any quote given without a prior inspection is an estimate only and may be adjusted if the actual condition or size differs significantly from the Client’s description.
The Client is responsible for ensuring suitable access for the Company’s operatives, including clear instructions for entry and any necessary permissions from building management or neighbours.
4. Pricing and Quotations
Prices will be provided to the Client in advance of the Service being carried out. Prices may be based on room size, item type, level of soiling, access considerations, or minimum call-out charges.
Unless expressly stated otherwise, all prices are given in pounds sterling and are inclusive of any applicable taxes. If any government tax or levy changes between the time of Booking and the date of the Service, the Company reserves the right to adjust prices accordingly.
Any quotation provided is valid for a limited period from the date of issue, as notified by the Company. The Company reserves the right to revise quotations where the information originally provided by the Client was inaccurate or incomplete.
5. Payments and Invoicing
The Client agrees to pay the Company the agreed price for the Services. Payment terms will be confirmed at the time of Booking. The Company may require payment in full on completion of the Service or in advance, depending on the nature of the Booking.
Accepted payment methods will be specified by the Company and may include cash, bank transfer, or card payment via an approved provider. The Company is not obliged to accept any particular payment method.
For commercial Clients, invoicing and credit terms may be agreed in writing in advance of the Services. Unless otherwise agreed, invoices are payable on receipt. The Company reserves the right to charge interest and reasonable administration fees on overdue amounts and to suspend further Services until outstanding sums are settled.
The Client is responsible for ensuring that the person present at the Premises is authorised to make payment if payment is due on the day of the Service.
6. Cancellations, Rescheduling and Access
The Client may cancel or reschedule a Booking by giving the Company reasonable notice. Specific notice periods may be communicated at the time of Booking. As a general guideline, the Company asks for at least 48 hours notice for cancellations or changes to standard domestic appointments.
If the Client cancels or reschedules with less than the required notice, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover administrative costs and loss of work.
Where the Company’s operatives attend the Premises at the agreed time and are unable to gain access, or are unable to commence the Services due to circumstances within the Client’s control, this may be treated as a late cancellation and a call-out or cancellation fee may apply.
In the event of severe weather, transport disruption, staff illness, equipment failure, or other circumstances beyond the Company’s reasonable control, the Company may need to cancel or reschedule a Booking. In such cases, the Company will notify the Client as soon as practicable and will offer a new appointment date and time. The Company will not be liable for any loss or inconvenience arising from such rescheduling or cancellation.
7. Client Responsibilities
The Client must ensure that the Premises are safe and accessible for the Company’s operatives. This includes providing adequate lighting, running water, and electricity, and informing the Company of any known hazards or restrictions.
The Client is responsible for moving fragile items, valuables, small furniture and personal belongings from the areas to be cleaned, unless otherwise agreed. The Company is not responsible for moving heavy furniture, electrical appliances or delicate items unless specifically agreed in writing, and reserves the right to decline to move any item where it considers there is a risk of damage or injury.
The Client must inform the Company in advance of any existing stains, damage, wear, loose seams, fraying, colour fading, shrinkage, or other issues with carpets, rugs, upholstery or other items to be cleaned. The Company cannot be held liable for further deterioration of pre-existing conditions disclosed or undisclosed.
Children and pets must be kept away from the work area and equipment during and immediately after the cleaning process, particularly while carpets or upholstery remain damp and cleaning products are still active.
8. Use of Cleaning Products and Equipment
The Company uses professional cleaning products and equipment designed for carpet and upholstery cleaning. The choice of cleaning method, solutions and machinery will be at the Company’s discretion, based on the information available and the condition of the items to be cleaned.
Where the Client has known allergies or sensitivities, it is the Client’s responsibility to inform the Company at the time of Booking. The Company will take reasonable steps to accommodate such requirements where possible, but cannot guarantee that all products will be entirely free of allergens.
The Client must not use or operate the Company’s equipment. The Company is not responsible for damage or injury caused by unauthorised use of its equipment or products by the Client or any third party.
9. Stain and Odour Treatment
The Company will always endeavour to achieve the best possible results, but does not guarantee complete stain or odour removal. Some stains, such as those caused by dyes, acids, permanent markers, rust, or heavy pet contamination, may be permanent. Odours may be ingrained within underlay, floorboards, or soft furnishings beyond the reach of standard cleaning.
Attempts to treat stains or odours prior to the Company’s visit, including the use of household products, may reduce the likelihood of successful treatment and can sometimes cause additional damage or discolouration. The Company is not responsible for the consequences of previous treatments carried out by the Client or any third party.
10. Waste Handling and Environmental Compliance
The Company complies with applicable waste and environmental regulations in the United Kingdom. Any waste generated as part of the cleaning process, including extracted dirty water, residues, packaging and disposable materials, will be handled and disposed of in a lawful and responsible manner.
Where waste must be removed from the Premises, the Company will arrange appropriate disposal routes in accordance with relevant regulations. The Client agrees not to request or permit the Company’s operatives to dispose of waste unlawfully, such as by discharging contaminated water in unauthorised locations or fly-tipping any materials.
If the Client has specific requirements relating to waste handling or environmental practices at the Premises, these must be communicated in advance so the Company can assess feasibility and ensure compliance with applicable laws.
11. Damage, Liability and Insurance
The Company will take reasonable care when delivering the Services. However, the Client must report any alleged damage or loss believed to have been caused by the Company’s operatives as soon as reasonably practicable, and in any event within 48 hours of completion of the Services, providing clear details and, where possible, supporting evidence.
The Company’s liability for any proven loss or damage arising from the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repair or replacement of the damaged item or the total price paid for the relevant Services. The Company is not liable for wear and tear, pre-existing damage, defects that become visible during or after cleaning, or damage caused by structural weaknesses, loose fittings, poor installation, or manufacturer defects.
The Company will not be liable for indirect, consequential or economic losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising from or in connection with the Services.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, or for any other liability that cannot be excluded or limited under UK law.
12. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, and no later than 48 hours after completion of the work. The Company will reasonably investigate the issue and, where appropriate, may offer a re-visit to re-clean specific areas or take other remedial action.
Any remedial work is offered at the Company’s discretion and may be subject to the nature of the complaint, the condition of the items, and whether the Client has complied with these Terms and Conditions, including following any aftercare advice provided.
13. Health and Safety
The Company operates in accordance with relevant health and safety legislation in the United Kingdom. Operatives are instructed to work safely and to refuse any task they reasonably consider to pose a risk of injury or damage.
The Client agrees not to request any Service or activity that may contravene health and safety requirements, such as working at unsafe heights, overreaching, or using unsuitable power supplies or water sources.
14. Privacy and Confidentiality
The Company will handle Client information in a responsible manner and will use such information only for the purposes of providing and administering the Services, processing payments, and managing the business relationship.
The Company will not disclose Client information to third parties except where required to do so by law, where necessary for the performance of the Services, or where the Client has given consent.
15. Amendments to Terms and Conditions
The Company reserves the right to amend these Terms and Conditions from time to time. Any updated terms will apply to new Bookings made after the date of publication of the revised Terms and Conditions. For ongoing contractual arrangements with commercial Clients, changes will be notified in a reasonable manner.
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 by the Company, 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.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
No waiver by the Company of any breach of these Terms and Conditions shall be considered a waiver of any subsequent breach of the same or any other provision.
The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract some or all of its rights and obligations where reasonably necessary for the performance of the Services.
These Terms and Conditions, together with any written confirmation of Booking and agreed quotation, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions or representations.