Richmond Upon Thames Carpet Cleaning Terms and Conditions

These Terms and Conditions set out the basis on which Richmond Upon Thames Carpet Cleaning provides professional cleaning services to residential and commercial customers. 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 words have the meanings given below:

Client means the person, company or organisation that requests or accepts a quotation, makes a booking, or uses our services.

Company means Richmond Upon Thames Carpet Cleaning, the provider of the cleaning services.

Services means any carpet, upholstery, rug, hard floor or related cleaning and ancillary services supplied by the Company to the Client.

Premises means the property, building or area where the Services are to be carried out.

Agreement means the contract between the Client and the Company for the supply of Services, incorporating these Terms and Conditions and any written quotation or confirmation.

2. Scope of Services

The Company provides professional cleaning services within its operational service area, which includes Richmond upon Thames and surrounding localities, subject to availability and scheduling.

The exact scope of work for each booking, including areas to be cleaned, type of cleaning required, and any special instructions, will be agreed with the Client at the time of booking or as confirmed in writing.

The Company reserves the right to refuse or discontinue Services where conditions at the Premises pose a risk to health, safety, or property, including but not limited to hazardous materials, unsafe structures, aggression or abuse towards staff, or illegal activities.

3. Booking Process

Bookings may be made by the Client through the Company’s accepted communication channels as made available from time to time. By requesting a booking, the Client confirms that they are legally entitled to arrange cleaning at the Premises and that they have obtained any necessary consents from the owner or occupier.

At the time of booking, the Client will be asked to provide accurate details regarding the Premises, the type and size of areas or items to be cleaned, access arrangements, and any particular requirements or issues that may affect the Services, such as heavy soiling, pet odours, or delicate fabrics.

The Company may provide an estimated quotation based on the information supplied by the Client. All quotations are given in good faith but are subject to revision if the information provided is inaccurate, incomplete, or misleading, or if the actual condition of the Premises differs significantly from that described.

A booking is not confirmed until it has been accepted by the Company. The Company may confirm bookings verbally or in writing. The Company reserves the right to decline any booking request without obligation to give a reason.

4. Access and Client Obligations

The Client must ensure that the Company’s operatives have safe and reasonable access to the Premises at the agreed time. This includes arranging suitable parking where possible and providing keys, access codes or entry instructions where necessary.

The Client is responsible for securing valuable, fragile, or irreplaceable items before the commencement of the Services. The Company will not be responsible for loss or damage to items that have not been removed or adequately protected where reasonable precautions could have been taken by the Client.

The Client must inform the Company of any known defects, weaknesses or special conditions relating to carpets, flooring, upholstery, furnishings, fixtures, fittings or equipment at the Premises, including but not limited to loose tiles, unsecured rugs, colour-run risk, shrinkage risk, previous damage, or worn areas.

The Client must ensure that the Premises have adequate electricity, lighting and water supply available for the duration of the Services. If the Services cannot be carried out due to lack of utilities or access, the Company may treat the visit as a late cancellation and apply the relevant fee.

5. Prices and Payment Terms

All prices for Services will be provided to the Client prior to or at the time of booking, either as a fixed price or as an estimate based on the information supplied by the Client. Prices are expressed in pounds sterling and may be subject to applicable taxes as required by law.

The Company reserves the right to amend its prices, minimum charges, and promotional offers at any time. Any change will not affect confirmed bookings already accepted by the Company, unless the scope of work changes or the information provided by the Client was inaccurate.

Payment terms will be specified at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services at the Premises on the same day. For certain bookings, the Company may require a deposit or advance payment to secure the appointment.

The Company accepts payment by the methods specified by the Company from time to time. All payments must be made in full, without set-off or deduction.

Where payment terms are agreed for business or account Clients, invoices are payable within the period stated on the invoice. The Company reserves the right to charge interest on late payments at the statutory rate and to recover all reasonable costs and expenses incurred in collecting overdue amounts.

6. Cancellations, Rescheduling and No-Show

If the Client wishes to cancel or reschedule a booking, the Client must notify the Company as early as reasonably possible. The Company operates a cancellation policy designed to cover costs incurred in preparing for the appointment.

The Company may apply a cancellation fee if the Client cancels or significantly alters the booking with short notice before the scheduled appointment time. The applicable notice period and cancellation fee will be notified to the Client at the time of booking or in subsequent communications.

If the Company’s operatives attend the Premises at the agreed time and are unable to gain access, or if the Client is not present where required and has not made suitable access arrangements, the visit may be treated as a no-show by the Client and be subject to a call-out or cancellation fee.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, vehicle breakdown, severe weather, or other operational issues. In such cases, the Company will notify the Client as soon as reasonably possible and will offer to reschedule the Services at a mutually convenient time. The Company will not be liable for any consequential loss arising from such cancellation.

7. Service Standards and Limitations

The Company will perform the Services with reasonable care and skill, using methods and products considered appropriate for the type of cleaning required and the information provided by the Client.

While the Company will use its best efforts to achieve a high standard of cleaning, the Client acknowledges that some stains, odours, wear, and damage may be permanent and cannot be fully removed or restored. The Company does not guarantee complete removal of all stains or defects, particularly where they result from substances that permanently damage fibres or materials.

Drying times for carpets, rugs and upholstery can vary depending on fabric type, ventilation, temperature, humidity, and the level of soiling. Any drying times provided are estimates only, and the Company is not responsible for delays caused by environmental conditions at the Premises.

The Client must avoid walking on freshly cleaned carpets or using cleaned upholstery or rugs until they are sufficiently dry to prevent re-soiling, slips, colour transfer, or damage. The Company will not be liable for issues arising from failure to follow its aftercare advice.

8. Damage, Liability and Insurance

The Company will exercise reasonable care when carrying out the Services. In the unlikely event that damage is caused by the negligence, omission or misconduct of the Company’s operatives, the Client must notify the Company as soon as reasonably practicable and, in any event, within 48 hours of the completion of the Services.

The Company reserves the right to inspect the alleged damage and to take all reasonable steps to investigate the circumstances before making any decision regarding liability or remedy.

The Company holds appropriate insurance cover in respect of its business activities, subject to policy terms, conditions, and exclusions. Any claim by the Client may be subject to the Company’s insurers’ approval and procedures.

The Company’s total liability to the Client arising out of or in connection with the Agreement, whether in contract, tort including negligence, or otherwise, shall be limited to the total price paid or payable by the Client for the specific Services giving rise to the claim.

The Company shall not be liable for any indirect, special, or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded or limited.

9. Waste Handling and Environmental Regulations

The Company is committed to complying with applicable waste management and environmental regulations when providing cleaning services. All waste generated by the Company in the course of providing the Services will be handled and disposed of in accordance with relevant legislation and industry practices.

Unless explicitly agreed as part of the Services, the Company does not undertake large-scale removal of household, commercial, or construction waste. The Client remains responsible for arranging appropriate waste collection where the nature or volume of waste exceeds normal cleaning residues.

The Client must inform the Company in advance if there are any hazardous materials, biological waste, or substances requiring specialist disposal at the Premises. The Company reserves the right to refuse to handle such materials, or to charge additional fees if specialist procedures, equipment, or authorised carriers are required.

The Client agrees not to request or require the Company to dispose of waste in any unlawful manner, including but not limited to fly-tipping, use of unauthorised waste sites, or disposal of restricted substances through domestic refuse streams. The Client will indemnify the Company against any claims, fines, or penalties arising from instructions to dispose of waste contrary to law.

10. Complaints and Service Issues

The Company aims to provide a reliable and professional service. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible, and in any event within 48 hours of the completion of the relevant work.

The Company will investigate complaints promptly and, where appropriate, may arrange a revisit to inspect and address genuine issues within a reasonable time. The Client’s cooperation in providing access and information is essential for proper resolution.

Where a complaint is justified and directly results from the Company’s failure to exercise reasonable care and skill, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another fair remedy, taking into account the nature and extent of the issue.

11. Force Majeure

The Company shall not be in breach of the Agreement nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, fire, flood, strike, industrial dispute, epidemic, pandemic, government restrictions, or failure of utilities.

In such circumstances, the Company may suspend the Services for the duration of the event or, where necessary, cancel the booking without liability, and will use reasonable endeavours to notify the Client and reschedule when possible.

12. Privacy and Data Protection

The Company will collect and process personal data supplied by the Client only for the purposes of managing bookings, providing Services, handling payments, and administering its business, in accordance with applicable data protection laws.

The Company will take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, or disclosure. Personal data will not be sold to third parties and will only be shared where necessary for the provision of Services, for legal compliance, or with the Client’s consent.

13. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory requirements, or business practices. Any updated version will apply to new bookings from the date it is made available. The Terms and Conditions in force at the time of booking will apply to that booking.

14. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, their subject matter, or formation, 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, the Agreement, or the provision of the Services.

15. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy shall operate as a waiver of that or any other right or remedy, and no single or partial exercise of any right or remedy shall prevent further exercise of that or any other right or remedy.

The Agreement constitutes the entire agreement between the Client and the Company in relation to the Services and supersedes any prior discussions, correspondence, or understandings between the parties.

The Client may not assign or transfer any of their rights or obligations under the Agreement without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the provision of the Services.