Terms And Conditions
Ruislip Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Ruislip Carpet Cleaning provides carpet, rug, upholstery and related cleaning services. By booking a service, 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:
Client means the individual or business booking or receiving the services.
Company means Ruislip Carpet Cleaning, the provider of the services.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment and any additional services agreed in writing.
2. Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services within its service area, which generally includes Ruislip and surrounding localities. Availability may vary depending on scheduling, staffing and access to the Premises.
The exact scope of work, including the areas to be cleaned, type of cleaning process, and any additional services such as stain or odour treatment, will be agreed at the time of booking or during a pre-service assessment where applicable.
The Company does not undertake building works, major furniture dismantling, electrical repairs, pest control, or any services not reasonably incidental to carpet and upholstery cleaning.
3. Booking Process
Bookings may be made by the Client through the Company’s accepted booking channels, such as by online request or other methods made available from time to time. A booking is only considered confirmed when the Company has acknowledged the booking and provided a date and approximate time window for the visit.
The Client is responsible for providing accurate information when booking, including the size and number of rooms or items to be cleaned, the condition of carpets or upholstery, access arrangements, parking availability, and any special requirements. The Company reserves the right to adjust the quoted price if the information provided at the time of booking is materially inaccurate.
Where a pre-inspection is required, the final quote may be confirmed following attendance at the Premises. If the Client does not accept the revised quotation, the Company may cancel the booking without further obligation, subject to any reasonable call-out charge that has been agreed in advance.
4. Access to the Premises
The Client must ensure that the Company’s operatives have clear and safe access to the Premises at the agreed time. This includes arranging suitable parking where required and complying with any building access procedures.
If the operatives are unable to gain access or begin work at the agreed time due to circumstances within the Client’s control, the Company may apply a missed appointment fee or charge for waiting time, and may reschedule the appointment at its discretion.
The Client is responsible for ensuring that children, pets and other occupants are kept away from work areas, equipment, chemicals and any wet surfaces during and after the service until the area is safe and dry.
5. Client Responsibilities Before Cleaning
The Client must remove small furniture, ornaments, breakables, personal items and clutter from the areas to be cleaned, unless otherwise agreed. Where the Client requests the Company to move light furniture, this will be done at the Client’s risk and only where it can be moved safely by one or two operatives.
The Company does not move heavy or fragile items such as wardrobes, large display cabinets, pianos or valuable antiques. The Client should ensure that all such items are protected or relocated prior to the visit.
The Client must inform the Company of any existing damage, stains, wear, loose fittings, fraying, shrinkage risk, colour instability or other relevant issues affecting carpets or upholstery.
6. Pricing and Quotations
All prices are given in pounds sterling and may be provided as a fixed price or as an estimate based on the information supplied. Where an estimate is provided, the final price will be confirmed once the operative has assessed the Premises.
Quotes and estimates are based on standard levels of soiling. Heavily soiled carpets, significant staining, pet contamination, or additional work not specified at the time of booking may incur supplementary charges, which will be discussed with the Client where reasonably practicable before work proceeds.
The Company reserves the right to revise its pricing and promotional offers at any time. Any agreed price for a confirmed booking will not be changed except as permitted under these Terms and Conditions.
7. Payments
Unless otherwise agreed in writing, payment is due on completion of the service on the day of the visit. The Company will inform the Client of accepted payment methods during the booking process.
For commercial Clients and larger jobs, the Company may require a deposit or advance payment, and may issue an invoice payable within a specified period. The Company reserves the right to charge interest on overdue amounts at the statutory rate, together with any reasonable costs incurred in recovering payment.
Where a deposit has been taken, it may be retained or applied to cancellation charges in accordance with the cancellation policy set out below.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing reasonable notice to the Company through its accepted contact methods.
If the Client cancels or reschedules a standard booking with at least 48 hours notice before the scheduled arrival time, no cancellation fee will usually apply. For cancellations or rescheduling made with less than 48 hours notice, the Company reserves the right to charge a cancellation fee, which may be up to the full quoted price, particularly where short-notice changes result in loss of opportunity to fill the booking slot.
In the event of the Company needing to cancel or reschedule a booking due to circumstances beyond its control, such as severe weather, illness, traffic disruption or equipment failure, the Company will notify the Client as soon as reasonably possible and offer an alternative date. The Company will not be liable for any indirect losses arising from such rescheduling or cancellation.
9. Service Standards and Limitations
The Company will exercise reasonable care and skill in providing the services and will endeavour to achieve the best possible cleaning results, taking into account the condition, age and type of the carpet or upholstery.
The Client acknowledges that certain stains, odours, wear and discolouration may be permanent and cannot be fully removed, and that previous cleaning, spot treatment or use of over-the-counter products may affect the outcome. No guarantee can be given that all stains or marks will be removed or that colour or texture will be restored to an original state.
Drying times may vary depending on fibre type, humidity, ventilation and temperature. The Client should follow any aftercare advice provided by the operative, and must avoid walking on damp carpets with outdoor shoes or allowing children and pets onto wet areas until fully dry.
10. Damage and Liability
The Company is insured for public liability and will take reasonable care to avoid damage to the Premises and contents. If the Client believes damage has occurred as a result of the service, the Client must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work, providing full details and supporting evidence.
The Company’s liability for direct loss or damage arising from its negligence or breach of these Terms and Conditions shall be limited to the value of the service provided on the day in question or the amount recoverable under its insurance policy, whichever is greater.
The Company shall not be liable for pre-existing damage, fair wear and tear, latent defects, deterioration due to age or previous cleaning, or damage resulting from failure to follow the Company’s instructions or aftercare advice.
The Company shall not be liable for any consequential or indirect losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, whether arising in contract, tort or otherwise.
11. Health, Safety and Use of Chemicals
The Company uses cleaning products and equipment that are appropriate for professional carpet and upholstery cleaning. Safety data sheets are available on request for products used.
The Client must inform the Company of any known allergies, sensitivities or specific health concerns affecting occupants of the Premises. While the Company will take reasonable steps to select suitable products, it cannot guarantee that a reaction will never occur.
The Client must ensure that all occupants keep away from the work area during cleaning and drying, and must not touch equipment, power cables or cleaning solutions at any time.
12. Waste Handling and Environmental Compliance
The Company will handle, store and dispose of its waste and used cleaning solutions in accordance with applicable environmental and waste regulations. Where waste water is discharged on site, this will be done via appropriate drainage points, in line with local requirements and best practice.
The Client must not request or instruct the Company’s operatives to dispose of waste, chemicals or contaminated water in a way that would breach environmental regulations, such as discharge onto gardens, public spaces or unapproved drainage.
Any existing hazardous materials at the Premises, such as asbestos, chemical residues or biohazards, must be declared to the Company in advance. The Company reserves the right to refuse to work in areas where it reasonably believes health, safety or environmental laws could be compromised.
13. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the service, the Client should raise the issue with the operative at the time of the visit where possible, so that an immediate solution can be attempted.
If the issue cannot be resolved on site, the Client must submit a complaint to the Company within 48 hours of completion, giving a clear description of the concern and, where applicable, photographs or other evidence. The Company may, at its discretion, arrange a return visit to inspect or attempt further treatment.
Any remedy offered, including a partial refund, re-clean or other resolution, will be determined by the Company acting reasonably and taking into account the condition of the item before cleaning, the limitations of the process and the nature of the complaint.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions or liable for 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. This may include extreme weather, transport disruption, power failures, industrial disputes, emergencies or other unforeseen events.
15. Privacy and Data Protection
The Company will collect and process personal data necessary to manage bookings, deliver services, process payments and handle enquiries. Personal information will be handled in accordance with applicable data protection legislation.
The Client’s details will not be sold to third parties. Limited information may be shared with third parties where necessary to deliver the service, process payments, or comply with legal obligations.
16. Variations to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Client’s booking will apply to that booking. Continued use of the services following any changes constitutes acceptance of the updated terms for future bookings.
17. 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, 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.
18. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation provided by the Company, constitute the entire agreement between the Client and the Company in relation to the provision of the services, and supersede any previous understandings, representations or agreements, whether oral or written.
