Terms and Conditions for Carpet Cleaners Elephant and Castle

These Terms and Conditions set out the basis on which Carpet Cleaners Elephant and Castle provides professional carpet and related cleaning services in and around Elephant and Castle and the wider London area. By booking or using 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 expressions shall have the meanings set out below:

Client means the person, company or organisation booking or receiving the services.

Company means Carpet Cleaners Elephant and Castle, the cleaning service provider.

Services means carpet cleaning and any additional cleaning services agreed between the Client and the Company.

Premises means the property or location where the Services are to be carried out.

Booking means a confirmed appointment for the provision of Services by the Company to the Client.

2. Scope of Services

The Company provides professional carpet cleaning services and, by agreement, may provide related services such as rug cleaning, upholstery cleaning, and stain treatment. The precise scope of the Services for each Booking will be confirmed at the point of booking, based on the information supplied by the Client.

The Company reserves the right to decline work that falls outside its reasonable expertise, involves unsafe working conditions, or may breach applicable laws or regulations.

3. Service Area

The Company operates primarily in Elephant and Castle and surrounding parts of London. Availability of Services may vary by address and date. The Company reserves the right to refuse or amend a Booking if the Premises are outside its practical service radius, if travel to the Premises is significantly disrupted, or if access is not reasonably possible.

4. Booking Process

4.1 Bookings may be made through the Companys accepted booking channels as advertised from time to time. By requesting a Booking, the Client confirms that they are at least 18 years of age and authorised to arrange access to the Premises.

4.2 A Booking is considered confirmed when the Company has acknowledged the request, agreed a date and time, and communicated the agreed price or pricing basis to the Client.

4.3 The Client must provide accurate details regarding the Premises and the Services required, including the number and approximate size of rooms, type and condition of carpets, presence of pets, severe staining, or any particular cleaning issues.

4.4 The Company may adjust the quoted price on arrival at the Premises if the information provided at the time of booking was materially incorrect or incomplete. If the Client does not accept the revised price, the Company may cancel the Booking in accordance with the cancellation provisions below.

5. Access to the Premises

5.1 The Client must ensure that the Company has safe and reasonable access to the Premises at the agreed time, including any parking, building entry, lift access, or security procedures required.

5.2 The Client must ensure that someone authorised is present at the start of the appointment to grant access and, where required, at the end of the appointment to inspect the work.

5.3 If the Company is unable to gain access, or if access is delayed by more than a reasonable period through no fault of the Company, this may be treated as a late cancellation and may be subject to a cancellation fee as outlined below.

6. Client Obligations

6.1 The Client agrees to:

(a) Remove or secure small, fragile, and valuable items from the areas to be cleaned.

(b) Inform the Company of any hazards, health and safety risks, or special access issues at the Premises.

(c) Notify the Company of any known defects in carpets, rugs, upholstery, or flooring, including loose fittings, colour instability, pre-existing damage, or previous unsatisfactory cleaning treatments.

(d) Ensure that electricity and water are available for the duration of the Services unless otherwise agreed.

6.2 The Company will not be liable for any loss or damage arising from the Clients failure to comply with these obligations.

7. Pricing and Quotations

7.1 Prices are generally based on the type and size of the areas or items to be cleaned and the condition of those items. Quotations are provided on the basis of the information supplied by the Client.

7.2 The Company reserves the right to revise a quotation if, upon arrival, the Premises or items differ significantly from the description provided at the time of booking, or if additional Services are requested by the Client.

7.3 Unless otherwise stated, all prices are in pounds sterling and inclusive or exclusive of any applicable taxes as required by law. The Client will be informed of the tax position at the time of quotation or booking.

8. Payments

8.1 Payment is due in full upon completion of the Services unless otherwise agreed in writing prior to the Booking. The Company may, at its discretion, require a deposit or full prepayment to secure a Booking.

8.2 The Company accepts the payment methods it has communicated to the Client before or at the time of booking. The list of accepted payment methods may change from time to time.

8.3 For business Clients or account Clients, payment terms will be as agreed in advance. In the absence of a separate written agreement, invoices are payable within 14 days of the invoice date.

8.4 The Company reserves the right to charge interest and reasonable administration fees on overdue sums in accordance with applicable UK legislation governing late payment.

9. Cancellations and Rescheduling

9.1 The Client may cancel or reschedule a Booking by giving reasonable notice to the Company through the same or another accepted communication method.

9.2 If the Client cancels or reschedules with more than 24 hours notice before the scheduled start time, no cancellation fee will normally be charged, and any deposit already paid may be refunded or applied to a future Booking at the Companys discretion.

9.3 If the Client cancels, reschedules, or significantly alters a Booking with less than 24 hours notice, or fails to provide access at the agreed time, the Company may charge a cancellation fee up to a reasonable proportion of the quoted price to cover costs and lost time.

9.4 The Company reserves the right to cancel or reschedule a Booking due to events outside its reasonable control, such as severe weather, transport disruption, staff illness, safety concerns, or equipment failure. In such cases the Company will endeavour to offer an alternative appointment as soon as reasonably possible. Any deposit paid for the affected Booking may be transferred to a new date or refunded at the Companys discretion.

10. Performance of Services

10.1 The Company will carry out the Services with reasonable care and skill, using suitable cleaning products and equipment for the type of carpets or furnishings, taking into account relevant safety and manufacturer guidelines where available.

10.2 While the Company will use appropriate techniques to remove stains and soiling, complete stain removal cannot be guaranteed, particularly for older, set-in, or previously treated stains, or where fibres or dyes have been permanently damaged.

10.3 Drying times may vary depending on the cleaning method used, type of fibres, ventilation, and ambient conditions. The Client is responsible for ensuring adequate ventilation and for following any aftercare instructions provided by the Company.

11. Complaints and Service Issues

11.1 If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work.

11.2 The Company will investigate any complaint and may, at its discretion, return to the Premises to inspect the work and, where appropriate, attempt to rectify any reasonable issues related to the Services provided.

11.3 The Companys obligation to remedy any defect in the Services is subject to the Client providing full cooperation, including reasonable access to the Premises and accurate information about any issues encountered.

12. Liability and Limitations

12.1 Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot lawfully be excluded or limited under UK law.

12.2 Subject to the above, the Company will not be liable for:

(a) Any pre-existing damage, defects, wear, discolouration, or fading in carpets, rugs, upholstery, or other items.

(b) Damage arising from incorrect or incomplete information supplied by the Client, including undisclosed sensitivity of materials or prior treatments.

(c) Any indirect, incidental, or consequential losses, such as loss of profit, loss of enjoyment, or loss of use of the Premises.

12.3 The Companys total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid or payable by the Client for the specific Booking giving rise to the claim.

12.4 The Client is responsible for ensuring that any valuables, personal items, or electronic equipment are removed from the immediate working areas prior to the commencement of the Services. The Company will not be liable for loss of or damage to such items unless caused by the Companys proven negligence.

13. Health, Safety and Environmental Compliance

13.1 The Company will operate in accordance with applicable health and safety legislation and will take reasonable steps to ensure that its cleaning methods are safe for both staff and occupants of the Premises.

13.2 The Client must inform the Company of any persons at the Premises who may be particularly sensitive to cleaning products, such as babies, elderly residents, or those with allergies, so that suitable precautions can be considered.

14. Waste Handling and Regulations

14.1 The Company will handle and dispose of waste arising from the provision of the Services in compliance with applicable UK waste and environmental regulations.

14.2 General waste generated during the cleaning process, such as used cleaning materials, will be removed from the Premises by the Company or placed in appropriate containers as agreed with the Client.

14.3 The Company is not responsible for the removal of bulk waste or items not directly associated with the Services, such as furniture, household rubbish, or construction materials, unless specifically agreed in advance and priced accordingly.

14.4 If, during the course of the Services, the Company identifies hazardous materials or substances that may pose a risk to health or the environment, it may suspend work until a safe method of removal or treatment has been agreed. Any additional costs related to specialist handling or disposal will be the responsibility of the Client unless otherwise agreed.

15. Insurance

The Company will maintain appropriate public liability insurance and, where applicable, employer liability insurance in connection with the provision of the Services. Details of insurance cover can be made available to the Client upon reasonable request.

16. Privacy and Data Protection

16.1 The Company will collect and use personal data supplied by the Client only as necessary to manage bookings, provide the Services, process payments, and handle queries or complaints.

16.2 The Company will take reasonable steps to keep personal data secure and will process such data in accordance with applicable UK data protection laws.

17. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations under these Terms and Conditions if such failure or delay is caused by events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, pandemic restrictions, transport or utility disruptions, strikes, or acts of government.

18. Amendments to Terms

The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Clients Booking will apply to that Booking. Continued use of the Services after any changes are published shall constitute acceptance of the updated Terms and Conditions.

19. Severability

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

20. Governing Law and Jurisdiction

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.

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 the Services provided by Carpet Cleaners Elephant and Castle.

By booking or using the Services of Carpet Cleaners Elephant and Castle, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.