Camden Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Camden Carpet Cleaners provides cleaning services to residential and commercial customers within its service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for services.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual, company or organisation who requests and purchases the services.
Company means Camden Carpet Cleaners, the provider of the services.
Services means any carpet, rug, upholstery, soft furnishing, hard floor or related cleaning service supplied by the Company, including any additional related services agreed in writing.
Premises means the property, site or location where the services are to be carried out.
Booking means a confirmed request by the Customer for services at a specified date, time and location.
Technician means any employee, contractor or representative engaged by the Company to perform the services.
2. Scope of Services
The Company provides professional cleaning services within its designated service area. The exact nature and extent of the services will be as described in the quotation, booking confirmation or written communication between the Company and the Customer.
Services may include, but are not limited to, carpet cleaning, rug cleaning, upholstery cleaning, mattress cleaning, stain removal, end of tenancy carpet cleaning and related tasks. The Company reserves the right to refuse or discontinue any service if the Premises or items are unsafe, heavily infested, contaminated, structurally unsound, or otherwise unsuitable for treatment.
The Company does not undertake structural repairs, pest control, electrical work, plumbing or any works beyond normal cleaning-related services.
3. Booking Process
Bookings can be made by the Customer through the Company's accepted booking channels. The Customer must provide accurate and complete information regarding the Premises, access arrangements, parking conditions, the type and size of areas or items to be cleaned, and any relevant information about stains, damage, previous treatments or special requirements.
All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company may request photographic information, measurements or additional details before confirming a booking or providing a quotation.
The Customer is responsible for ensuring that an authorised person is present at the Premises at the agreed start time, unless prior arrangements for unattended access have been agreed. If the Technician cannot gain access or is materially delayed due to Customer fault, a call-out fee or minimum charge may apply.
4. Estimates and Quotations
Any estimate or quotation provided by the Company is based on the information supplied by the Customer and is subject to inspection of the Premises and items on arrival. If the actual condition, size or access differs materially from the information provided, the Company reserves the right to amend the price or adjust the scope of the services.
Unless otherwise specified, quotations are exclusive of congestion charges, tolls, parking costs and any statutory charges, which may be added to the final invoice where applicable.
5. Prices and Payment Terms
The price for the services will be as agreed at the time of booking or as subsequently confirmed in writing by the Company. All prices are stated in pounds sterling and may be subject to applicable taxes as required by law.
The Company may require a deposit at the time of booking, which will be deducted from the final invoice. Deposits are generally non-refundable, save as provided in the cancellation section of these Terms and Conditions.
Unless otherwise agreed in advance, payment is due immediately upon completion of the services. The Company accepts standard payment methods as communicated during the booking process. For commercial or repeat Customers with approved credit terms, payment shall be made within the period stated on the invoice.
In the event of late payment, the Company reserves the right to charge interest on the outstanding amount at the statutory rate permitted under UK law and to recover any reasonable costs incurred in pursuing the debt.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company appropriate notice. Cancellation or rescheduling more than 48 hours before the scheduled start time will generally be accepted without a fee, save for any non-refundable deposit explicitly stated at the time of booking.
If the Customer cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company may, at its discretion, charge a partial cancellation fee or retain part of any deposit to cover allocated resources and lost opportunity.
Where the Customer cancels less than 24 hours before the scheduled start time, fails to provide access, or otherwise prevents the Technician from carrying out the services, the Company may charge up to the full quoted price or retain the full deposit.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, such as severe weather, illness, transport disruption, equipment failure or other operational issues. In such cases, the Company will offer an alternative appointment as soon as reasonably possible. If a mutually acceptable alternative appointment cannot be arranged, any pre-paid amounts for the affected visit shall be refunded.
7. Customer Obligations
The Customer agrees to provide safe, reasonable and timely access to the Premises, including any necessary keys, access codes, parking permissions and directions. The Customer must ensure that electricity, water and adequate lighting are available on site.
The Customer is responsible for removing small items, valuables, fragile objects and personal belongings from areas to be cleaned, and for ensuring that pets and children are kept away from working areas for the duration of the services and for any recommended period after completion.
The Customer must notify the Company in advance of any pre-existing damage, defects, wear, discolouration, unstable dyes, shrinkage risks, loose fittings, or other conditions that may affect the services or outcomes. The Company is not liable for damage arising from undisclosed or inherent issues.
8. Service Performance and Results
The Company will provide the services with reasonable skill and care in accordance with industry practice. However, the Customer acknowledges that the outcome of cleaning services can be influenced by age, condition, type of fibres, previous cleaning methods, staining substances, wear, fading and other factors beyond the Company's control.
No guarantee is given that all stains, odours, marks or contamination can be removed in full, or that items will be restored to an original or like-new condition. Where the Technician considers that a particular treatment may pose a significant risk of damage, the Technician will discuss the risk with the Customer before proceeding, and may decline to carry out certain treatments.
9. Damage and Liability
The Company shall maintain appropriate insurance cover for its operations and will use reasonable care to avoid damage to the Customer's property. In the event of accidental damage directly and solely caused by the Company's negligence, the Customer must notify the Company in writing as soon as reasonably possible, and in any event within 48 hours of becoming aware of the damage.
The Company's 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 lesser of the cost of repair or replacement of the affected item, or the total price paid for the services in respect of the visit giving rise to the claim.
The Company shall not be liable for any of the following losses, whether direct or indirect: loss of profits, loss of business, loss of use, loss of data, loss of goodwill, or any consequential, special or incidental damages. The Company shall not be liable for inherent defects, pre-existing damage, wear and tear, discolouration, fading, shrinkage, loose threads, unstable dyes or issues that are revealed or made more visible by the cleaning process.
Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter in respect of which liability cannot lawfully be limited or excluded.
10. Waste Handling and Environmental Compliance
The Company will conduct its activities in accordance with applicable UK waste and environmental regulations. Any waste generated by the Company in the course of providing the services will be handled and disposed of responsibly, in line with relevant legislation and good industry practice.
Where the services involve the collection or removal of waste materials from the Premises, the nature and quantity of such waste must be agreed in advance. The Customer must not request the Company to dispose of hazardous, clinical, chemical or controlled waste unless expressly agreed and permitted by law. If the Technician encounters waste or materials that are considered hazardous or unsuitable for removal under the agreed services, the Company may refuse to handle such materials and may adjust the scope or price accordingly.
The Customer is responsible for complying with any specific local or property-based rules related to waste storage, collection and recycling at the Premises. The Company will not be liable for any fines or penalties arising from the Customer's failure to comply with such requirements.
11. Health and Safety
The Company is committed to operating in a safe manner and in accordance with applicable health and safety legislation. The Technician may refuse to carry out or continue the services if conditions at the Premises are unsafe or pose an unacceptable risk to people, property or equipment.
The Customer must inform the Company of any known health and safety issues at the Premises, including but not limited to structural hazards, slippery surfaces, contaminated areas, electrical hazards, or the presence of aggressive animals. The Customer agrees to take reasonable steps to mitigate any such risks.
12. Complaints and Claims
If the Customer is dissatisfied with any aspect of the services, the Customer must notify the Company as soon as possible and, in any event, within 48 hours of completion of the services. The Company will investigate the complaint and may arrange a revisit or take reasonable corrective action where appropriate.
Any claim in respect of alleged damage or loss must be submitted within a reasonable time frame and supported by appropriate evidence. The Customer must provide the Company and its insurers with a reasonable opportunity to inspect the alleged damage before any repair or replacement is undertaken.
13. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any 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, extreme weather, flooding, fire, industrial disputes, public health emergencies, road closures, transport disruptions, power failures and acts of government or regulatory authorities.
14. Privacy and Data Protection
The Company will handle personal data provided by the Customer in connection with the booking and provision of services in accordance with applicable UK data protection legislation. Personal data will be used only for legitimate purposes such as managing bookings, communicating with the Customer, processing payments and fulfilling legal obligations.
The Customer is responsible for ensuring that any personal data they provide is accurate and up to date. The Company will take reasonable technical and organisational measures to protect personal data from unauthorised access, loss or misuse.
15. Changes to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in legal requirements, industry practice or business operations. The current version of the Terms and Conditions will apply to each booking at the time it is made. Continued use of the services following any changes shall constitute acceptance of the updated terms.
16. 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 or formation.
17. General Provisions
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
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. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the services and supersede any prior understandings or agreements, whether written or oral, relating to the same subject matter.