Terms And Conditions
Ealing Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Ealing Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers within its service areas in and around Ealing. By making a booking or allowing our operatives to commence work, 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 should cancel in accordance with the cancellation provisions set out below.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings given:
Client means the person, company or organisation requesting the services.
Company means Ealing Carpet Cleaning, the provider of the services.
Services means carpet, rug, upholstery, mattress, curtain and related cleaning services, stain treatment, deodorising, and any other services agreed in writing between the Client and the Company.
Premises means the property or location where the services are to be carried out.
Operative means an employee, contractor or representative of the Company carrying out the services.
2. Scope of Services
The Company provides professional cleaning services primarily focused on carpets, rugs, upholstery and related soft furnishings. Additional services, such as stain removal, odour treatment and protective applications, may be offered depending on the specific requirements of the Client and the condition of the items.
All services are subject to an initial assessment by the operative on arrival at the premises. Where the operative determines that a requested service is unsuitable, unsafe or likely to cause damage, the Company reserves the right to decline or modify the service and will discuss alternatives with the Client where possible.
The Company does not guarantee the removal of all stains or odours. Results will vary depending on the age, type and condition of the stain or material, previous cleaning methods used, and other factors outside the Company’s control.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted contact methods as advertised from time to time. By requesting a booking, the Client warrants that they are at least 18 years of age and authorised to arrange cleaning services at the premises.
The Client must provide accurate information regarding the premises, including access arrangements, parking availability, number and size of rooms or items to be cleaned, and any known issues such as severe soiling, infestation, presence of pets or allergies.
Any quotation given by the Company is based on the information supplied by the Client. The Company reserves the right to adjust the price if the information provided is inaccurate or incomplete, or if on arrival the operative finds that additional work is required or conditions differ significantly from those described. In such cases, the operative will seek the Client’s consent before proceeding.
A booking will be considered confirmed only when the Company has acknowledged the booking and, where applicable, received any required deposit or prepayment. The Company may refuse any booking at its absolute discretion.
4. Access and Client Responsibilities
The Client is responsible for ensuring safe and reasonable access to the premises at the agreed time. This includes providing keys or access codes where necessary, and ensuring that parking is available as close as reasonably possible to the premises. Any parking charges or fines incurred due to lack of parking information or restricted access may be added to the Client’s invoice.
The Client must remove fragile items, valuables and small personal belongings from the areas to be cleaned prior to the arrival of the operative. The Company will not be responsible for moving heavy furniture, delicate items or electrical equipment unless explicitly agreed in advance.
The Client should inform the operative of any known defects, damage or risks associated with the carpets, flooring, upholstery or premises, such as loose fittings, unstable furniture, weak floorboards or wiring under carpets.
Children and pets should be kept away from the work areas and from any equipment or chemicals used during the service. The Company will not be liable for any injury or damage arising where this obligation has not been observed.
5. Prices and Payments
Service prices are typically quoted as a fixed amount based on the information provided by the Client or as a minimum call out fee, depending on the service type and location. All prices will be communicated to the Client prior to confirmation of the booking.
Unless otherwise stated, all prices are in pounds sterling. Any applicable taxes will be included in the quoted price where required by law.
Payment is due immediately upon completion of the service unless alternative arrangements have been agreed in writing prior to the booking. The Company may, at its discretion, require a deposit or full prepayment to secure a booking, particularly for large jobs, commercial contracts or appointments outside standard hours.
The Company accepts payment methods as specified from time to time, which may include cash, bank transfer and card payments. Where payment is made by bank transfer, the Client must ensure that the correct reference is used so the payment can be matched to the booking.
For commercial Clients with approved accounts, invoices are payable within the agreed credit period from the invoice date. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK legislation.
6. Cancellations and Rescheduling
If the Client wishes to cancel or reschedule a booking, they must provide as much notice as reasonably possible. The following will normally apply unless otherwise agreed in writing:
If the Client cancels or reschedules more than 48 hours before the scheduled start time, no cancellation fee will usually be charged.
If the Client cancels or reschedules between 24 and 48 hours before the scheduled start time, the Company may charge up to 50 percent of the quoted service price to cover allocated time and administrative costs.
If the Client cancels or reschedules less than 24 hours before the scheduled start time, or fails to provide access when the operative arrives, the Company may charge up to 100 percent of the quoted service price.
Where a deposit or prepayment has been taken, the Company may retain all or part of the amount in accordance with the above cancellation terms.
The Company will use reasonable endeavours to attend each booking at the agreed time. However, circumstances such as traffic, weather or previous jobs running over may cause delays. In such cases, the Company will contact the Client as soon as reasonably practicable to update them and, if necessary, rearrange the appointment. The Company will not be liable for any indirect losses arising from such delays.
7. Health, Safety and Environmental Requirements
The Company will carry out its services in accordance with applicable health and safety laws and accepted industry practices. The operative will use cleaning products and equipment that are appropriate for the task and, where relevant, will provide advice to the Client about drying times and safe reentry into cleaned areas.
The Client must follow any instructions given by the operative relating to safety, drying times, ventilation, and the use of recently cleaned carpets or upholstery. This may include keeping people and pets away from damp surfaces until dry, avoiding moving furniture prematurely, and ensuring adequate airflow.
The Company aims to minimise environmental impact by using products responsibly and disposing of waste in line with relevant regulations. The Client may request information about the main types of cleaning products used, particularly where there are allergies or sensitivities.
8. Waste Handling and Regulations
During the provision of services, the Company may generate waste water, soiled extraction waste, packaging and other non hazardous waste. This waste will be handled and disposed of in accordance with applicable UK waste regulations and any local requirements relevant to the service area.
Where reasonably practicable, waste water extracted from carpets and upholstery will be discharged to appropriate drainage systems and not into surface water or inappropriate locations. The Company will not normally remove general household waste, litter, or items left on the carpets or upholstery that are not part of the cleaning process.
If the service involves the removal of specific types of waste or contamination that are classified as hazardous or require special disposal, this must be declared in advance by the Client. The Company reserves the right to refuse work involving hazardous materials or to charge an additional fee for specialist handling and disposal where lawfully permitted and appropriately licensed.
The Client agrees not to request or require the Company to dispose of waste in any manner that would breach UK waste or environmental legislation.
9. Liability and Limitations
The Company will exercise reasonable care and skill in providing the services. However, the Client acknowledges that certain risks are inherent in cleaning processes, particularly where carpets or fabrics are old, worn, faded, damaged, poorly fitted or have been subject to prior treatments or improper cleaning.
The Company shall not be liable for any pre existing damage, wear or defects, or for any deterioration that arises as a result of the normal cleaning process applied to items in poor condition. The Client is encouraged to point out any areas of concern prior to the start of the work.
The Company’s liability for any direct damage to carpets, upholstery or other property arising from negligence will be limited to the lesser of the cost of repair or the current value of the item, taking into account age, condition and fair wear and tear. The Company may choose, at its discretion, to arrange repair, pay a reasonable compensation sum or make an insurance claim where applicable.
The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of use, loss of opportunity or inconvenience, arising from the provision or non provision of services.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.
10. Damage, Complaints and Claims
The Client should inspect the work as soon as reasonably possible after completion. Any concerns, alleged damage or dissatisfaction should be reported to the Company within 48 hours of the service taking place, together with supporting details. The Company will investigate any complaint and may request evidence such as photographs or access to re inspect the premises.
Where a complaint is found to be justified, the Company will, at its option, either re clean the affected area, offer a partial refund, or provide another appropriate remedy. The Client agrees to give the Company a reasonable opportunity to rectify any issues before seeking alternative cleaning services or pursuing further claims.
Complaints made outside the 48 hour period may be more difficult to investigate and resolve, and the Company reserves the right to decline liability where evidence is no longer available or conditions have changed.
11. Insurance
The Company maintains public liability and, where appropriate, employer’s liability insurance in line with its operations. Copies of insurance details can be provided upon reasonable request.
The Client is responsible for ensuring that their own buildings and contents insurance covers any risks associated with having contractors on the premises, including accidental damage and loss not caused by the Company’s negligence.
12. Force Majeure
The Company will not be in breach of these Terms and Conditions or otherwise liable for any delay or failure in performance of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include but are not limited to severe weather, fire, flood, industrial disputes, road closures, public transport disruption, acts of government, public health emergencies or other unforeseen events.
13. Privacy and Data Protection
The Company will collect and use personal data from the Client solely for the purposes of managing bookings, providing services, handling payments and administering customer relationships. Personal data will be processed in accordance with applicable UK data protection laws.
The Client’s contact details may be used to confirm appointments, send invoices, and provide important updates about services. The Company will not sell personal data to third parties. Limited sharing of data may occur where necessary for payment processing, debt recovery or legal compliance.
14. Variations to Terms
The Company reserves the right to amend these Terms and Conditions at any time. Any updated version will apply to new bookings from the date of publication. For ongoing or recurring services, the Company will notify the Client of any material changes where reasonably practicable.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, 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 or their subject matter.
16. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be severed from the remaining provisions, which shall continue to be valid and enforceable.
17. Entire Agreement
These Terms and Conditions, together with any specific written agreement or quotation accepted by the Client, constitute the entire agreement between the Client and the Company in relation to the services and supersede any prior discussions, correspondence or understandings.
