Tooting Carpet Cleaners Terms and Conditions
These Terms and Conditions apply to all services provided by Tooting Carpet Cleaners to consumers and business customers. 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 words have the meanings set out below:
Customer means the individual or business who books or receives services from Tooting Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, curtain or other cleaning or related service provided by Tooting Carpet Cleaners at residential or commercial premises.
Premises means the property where the Services are to be carried out.
Booking means a confirmed appointment for the provision of Services.
Agreement means the contract between Tooting Carpet Cleaners and the Customer comprising these Terms and Conditions and the confirmed Booking details.
2. Scope of Services
Tooting Carpet Cleaners provides carpet and fabric cleaning and related services at residential and commercial premises within our operational service area. The exact scope of the Services for each Booking, including the rooms, items and types of treatment to be provided, will be agreed at the time of Booking and confirmed by us.
We will use reasonable care and skill in providing the Services and will aim to follow recognised good practice in the professional cleaning industry. However, the Customer acknowledges that results can vary depending on the age, condition and type of fibre or material, previous cleaning or treatments, and the nature of stains or soiling.
3. Booking Process
Bookings may be requested by the Customer through our accepted contact or enquiry methods. A Booking will only be confirmed when we have accepted the request and provided a date, time window and price estimate or fixed price for the Services.
The Customer is responsible for providing accurate information about the Premises and the items to be cleaned, including approximate sizes, number of rooms, level of soiling, access details and any parking restrictions. If the information provided is incomplete or inaccurate, we reserve the right to amend the price, adjust the scope of work, or decline to proceed with the Booking.
We will make reasonable efforts to arrive within the agreed time window, but this is an estimate only. Times may be affected by traffic, weather, earlier jobs taking longer than expected or other circumstances beyond our control. If we expect a significant delay, we will use reasonable efforts to inform the Customer and agree a revised time.
4. Access and Customer Obligations
The Customer must ensure that we have safe and suitable access to the Premises at the agreed time. This includes providing any necessary access codes, entry instructions and information about parking arrangements. Where parking charges apply, the Customer is responsible for those charges unless expressly agreed otherwise.
The Customer must ensure that the Premises are in a condition suitable for the provision of Services, including:
Ensuring areas to be cleaned are reasonably clear of clutter, breakables and personal items.
Informing us of any fragile items, pre-existing damage or areas of concern before work begins.
Ensuring that electricity and water are available on site where required for the Services.
Ensuring that children and pets are supervised and kept away from work areas and equipment.
If we are unable to access the Premises or if conditions at the Premises mean we cannot safely or reasonably carry out the Services, we may treat the Booking as cancelled by the Customer and apply our cancellation terms.
5. Pricing and Estimates
Prices may be quoted as a fixed price or as an estimate depending on the information available at the time of Booking. All prices will be communicated to the Customer before the Booking is confirmed.
Where a price is given as an estimate, it is based on the information provided by the Customer. We reserve the right to adjust the final price if the actual condition, size or complexity of the job differs from that described. In such cases, we will explain the reasons for any adjustment before commencing or continuing with the Services. If the Customer does not agree to the revised price, we may cancel the Booking and apply a reasonable call-out or cancellation charge to cover our costs.
Prices do not include congestion charges, parking fees or additional access costs unless specifically stated. Where applicable, such costs will be added to the final invoice.
6. Payments
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. We may accept payment by cash, card or bank transfer, subject to the methods made available at the time of service.
For commercial Customers or larger jobs, we may issue an invoice with a specified payment term. If payment is not received by the due date, we reserve the right to charge interest on overdue sums at the maximum rate permitted under applicable law and to recover any reasonable costs incurred in pursuing payment.
We may require a deposit for certain Bookings, including larger jobs, specialist treatments or work scheduled at peak times. Any deposit requirement will be communicated at the time of Booking. Deposits are generally non-refundable if the Customer cancels at short notice, as set out in the cancellation section of these Terms and Conditions.
7. Cancellations and Rescheduling by the Customer
The Customer may cancel or request to reschedule a Booking by giving us reasonable notice. Because our cleaning teams are scheduled in advance, late cancellations or rescheduling can result in lost appointments and costs for us.
If the Customer cancels or reschedules with sufficient notice, any deposit may be refundable or transferable at our discretion. Where cancellation or rescheduling is requested at short notice, we reserve the right to charge a cancellation fee or retain all or part of any deposit paid. The applicable notice periods and charges will be stated in our booking confirmation or communicated during the booking process.
If we attend the Premises at the agreed time and are unable to gain access, or if the Customer decides not to proceed once we have arrived, we may treat this as a same-day cancellation and apply a cancellation or call-out charge to reflect our time and travel costs.
8. Cancellations and Changes by Tooting Carpet Cleaners
We may need to cancel or reschedule a Booking due to staff illness, equipment failure, adverse weather, access issues, safety concerns or other circumstances beyond our reasonable control. In such cases, we will inform the Customer as soon as reasonably possible and will seek to offer an alternative appointment.
Where we cancel a Booking and no alternative appointment is suitable, any deposit paid will be refunded. We are not liable for any indirect loss, loss of profit, or loss of opportunity arising from such cancellations, provided we act with reasonable care and diligence.
9. Standards of Service and Limitations
We will use appropriate cleaning methods and products for the items and surfaces to be treated, taking into account the information available to us. The Customer must inform us of any known sensitivities, colourfastness issues, previous damage, or special care instructions for fibres and fabrics.
While we will use our professional judgement to achieve the best possible result, we do not guarantee the removal of all stains, odours or marks. Some staining may be permanent due to age, chemical changes, previous cleaning attempts, or the nature of the substance causing the stain.
We are not responsible for wear, fading or deterioration that is revealed by the cleaning process, nor for damage that arises where the Customer has failed to disclose relevant information or has previously used incompatible products or treatments.
10. Customer Property and Preparation
The Customer should remove items of high value or personal importance from the areas to be cleaned before our arrival. While we will take reasonable care around your belongings, we do not accept liability for damage to items that should reasonably have been moved or protected by the Customer in advance.
Where furniture needs to be moved to access carpets or flooring, we may assist with light items at our discretion, but we are not responsible for disassembling or moving heavy, delicate or fixed furniture. The Customer is responsible for unplugging and moving electronic equipment unless otherwise agreed.
11. Liability and Exclusions
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot legally be limited or excluded.
Subject to the above, our total liability to the Customer in respect of all losses arising under or in connection with the Agreement shall not exceed the total price paid or payable for the Services giving rise to the claim.
We are not liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of use of the Premises. We are also not liable for any damage resulting from inherent defects, wear and tear, pre-existing conditions, or failure by the Customer to follow our instructions regarding drying times, ventilation or aftercare.
The Customer must inspect the work as soon as reasonably practicable after completion. Any concerns must be reported to us within a reasonable time. We will work with the Customer to investigate any issues and, where appropriate, may offer a re-clean of the affected area. This will usually be offered as a first remedy before any financial compensation is considered.
12. Health, Safety and Waste Regulations
We will carry out the Services in accordance with applicable health and safety regulations and good industry practice. The Customer agrees to cooperate with us to maintain a safe working environment at the Premises, including keeping work areas clear and informing us of any hazards.
We will use cleaning products and equipment that are suitable for professional use and will follow manufacturer guidelines. If the Customer has particular sensitivities or requirements regarding cleaning agents, this must be disclosed before the Booking is confirmed so that we can assess whether we can safely and lawfully meet those requirements.
Where the Services result in waste water, soiling, filters or other waste materials, we will handle and dispose of such waste in accordance with relevant environmental and waste management regulations. Waste may be disposed of on site using normal drainage, provided it is lawful and safe to do so, or removed and disposed of by us where appropriate. The Customer must not ask us to dispose of waste in a manner that would breach local or national regulations.
13. Damage and Insurance
We maintain insurance appropriate for the nature of our Services. If damage is alleged to have been caused by our work, the Customer must notify us as soon as possible with details and, where available, evidence such as photographs.
We may inspect the damage and will assess responsibility in good faith. Where damage is found to result from our negligence, we may arrange repair, replacement or appropriate compensation, usually via our insurance where applicable. We are not responsible for damage arising from undisclosed pre-existing conditions, manufacturer defects, or where the material or item is unsuitable for the requested cleaning method despite reasonable care on our part.
14. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as possible with details of the issue. We will investigate and aim to resolve complaints promptly, which may include a re-clean of affected areas where appropriate.
If a dispute cannot be resolved through our internal processes, both parties agree to consider negotiation or mediation in good faith before initiating formal legal proceedings, where this is reasonable in the circumstances.
15. Force Majeure
We are not liable for any delay or failure to perform our obligations under the Agreement if such delay or failure results from events, circumstances or causes beyond our reasonable control. This may include, but is not limited to, extreme weather, transport disruptions, power failures, industrial action, pandemics, government restrictions or other emergencies.
16. Privacy and Data Protection
We will handle personal data in accordance with applicable data protection laws. Personal information collected during enquiries and Bookings will be used to administer the Services, manage customer relationships and meet legal obligations. We will take reasonable steps to keep such information secure and will not sell or share it with third parties for unrelated marketing without consent.
17. Changes to These Terms
We may update these Terms and Conditions from time to time to reflect changes in law, industry practice, or our service offering. The version in force at the time of the Booking will apply to that Agreement. Updated terms may be made available on our website or provided on request.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, 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 or formation.
19. 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, and the remaining provisions shall continue in full force and effect.
No failure or delay by Tooting Carpet Cleaners in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy. The Agreement is between Tooting Carpet Cleaners and the Customer. No other person shall have any rights to enforce any of its terms.
These Terms and Conditions, together with the confirmed Booking details, constitute the entire agreement between the parties and supersede any prior discussions, correspondence or understandings relating to the subject matter.
