Ilford Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Ilford Carpet Cleaning provides professional cleaning services to residential and commercial customers. By booking or using any of 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:
Client means the person, firm or company purchasing services from Ilford Carpet Cleaning.
Company means Ilford Carpet Cleaning, the provider of the cleaning services.
Services means the carpet, upholstery, rug, hard floor or other cleaning and related services supplied by the Company.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative appointed by the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its advertised service area. The exact scope of the work to be carried out will be agreed with the Client at the time of booking, based on the information supplied by the Client regarding the Premises and the items to be cleaned.
The Company reserves the right to decline work which falls outside its normal service offering or which it reasonably believes cannot be completed safely, lawfully or to a reasonable standard using its methods and equipment.
3. Booking Process
Bookings may be made through the Company’s chosen communication channels. A booking is an offer by the Client to purchase Services in accordance with these Terms and Conditions.
The Company will confirm acceptance of a booking and the agreed date, time window and indicative price. A booking is not considered confirmed until the Client has received explicit confirmation from the Company.
The Client is responsible for providing accurate information regarding the Premises, including access arrangements, parking availability, size and condition of the areas and items to be cleaned, and any specific requirements or concerns. The Company may adjust the quoted price or recommended services if the information provided is incomplete or inaccurate.
The Company reserves the right to request photographs or additional details of the areas and items to be cleaned in order to provide an accurate quotation and to determine the appropriate cleaning methods.
4. Access and Parking
The Client must ensure that the Technician has safe and reasonable access to the Premises at the agreed time, including suitable parking for the duration of the appointment if required. Any parking fees, permits or related charges incurred to perform the Services may be added to the Client’s final invoice.
If the Technician is unable to gain access to the Premises or to suitable parking due to circumstances within the Client’s control, this may be treated as a late cancellation and a call out or cancellation fee may apply in accordance with these Terms and Conditions.
5. Client Responsibilities
The Client must:
Ensure the Premises are in a safe condition for the Technician to work, with clear access to the areas and items to be cleaned.
Remove fragile, valuable or irreplaceable items from the vicinity of the work area prior to the Technician’s arrival.
Advise the Company in advance of any existing damage, staining, wear, loose fittings, frayed edges, shrinkage, colour loss or other conditions that may affect the outcome of the cleaning.
Ensure that pets and children are kept away from the work area and equipment while the Services are in progress and until carpets, upholstery and floors are fully dry.
6. Pricing and Quotations
Prices may be provided as fixed quotations or estimates, depending on the nature of the work and the information available at the time of booking. Quotations are given based on normal conditions and the description provided by the Client.
The Company reserves the right to amend the quoted price if, upon arrival, the Technician finds that the condition, size or location of the items to be cleaned differs materially from the information supplied at the time of booking. Any adjustment will be discussed with the Client before work proceeds.
All prices are stated in pounds sterling and may be subject to applicable taxes.
7. Payments and Deposits
Payment is due in full upon completion of the Services, unless otherwise agreed in writing in advance. The Company accepts payment by the methods it communicates to the Client prior to or at the time of the visit.
The Company may request a deposit or prepayment for certain bookings, including but not limited to large jobs, commercial contracts, intensive cleaning or weekend and evening appointments. Any required deposit and its due date will be communicated to the Client at the time of booking.
If payment is not made when due, the Company may charge interest on the overdue amount at a reasonable rate until payment is received in full, together with any reasonable costs incurred in pursuing late payment.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the Company reasonable notice. Unless otherwise agreed, at least 24 hours’ notice is required to cancel or reschedule without charge.
If the Client cancels or requests to reschedule with less than 24 hours’ notice, the Company reserves the right to charge a cancellation fee, which may be up to a reasonable percentage of the quoted price or the loss incurred by the Company as a result of the cancellation.
If the Technician attends the Premises at the agreed time and is unable to gain access, or if the work cannot proceed due to circumstances within the Client’s control, this may be treated as a cancellation with insufficient notice and a call out or cancellation fee may be applied.
The Company will use reasonable endeavours to attend the Premises at the booked time but reserves the right to cancel or reschedule appointments where necessary due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, illness, equipment failure or emergencies. In such cases the Company will offer an alternative appointment as soon as reasonably possible.
9. Service Standards and Limitations
The Company will carry out the Services with reasonable care and skill and in accordance with industry practices. However, the Client acknowledges that:
Stain and odour removal cannot be guaranteed, and some stains or damage may be permanent.
Results may vary depending on the age, material, construction, wear, prior cleaning history and existing condition of the carpets, rugs, upholstery or flooring.
Certain delicate or unstable fibres, dyes or backing materials may be subject to changes in texture, colour or appearance even when appropriate cleaning methods are used.
Drying times are approximate and may be affected by ventilation, temperature, humidity and the condition of the items cleaned.
The Company does not undertake to restore items to a new condition but to improve their appearance and hygiene as far as reasonably possible using its methods and equipment.
10. Damage and Liability
The Company is insured for public liability and will take reasonable care to avoid damage to the Client’s property. If damage or loss is caused by the negligence of the Company or its Technicians, the Company will, at its option, repair the damage, replace the item or offer fair compensation.
The Client must notify the Company in writing of any alleged damage or loss as soon as reasonably possible, and in any event within 48 hours of completion of the Services, providing full details and supporting evidence where available.
The Company will not be liable for:
Pre existing damage, wear, fading, discolouration, weak seams, loose threads, fraying, shrinkage, delamination, loose gripper rods or other pre existing conditions which become more apparent following cleaning.
Damage arising from failure to follow the Technician’s advice or aftercare instructions, including walking on wet carpets, replacing furniture prematurely, or failing to ventilate the area.
Loss or damage arising from inaccurate or incomplete information supplied by the Client regarding the nature, material or condition of items to be cleaned.
Any indirect, consequential or economic loss, including loss of profit, loss of enjoyment or loss of opportunity.
To the fullest extent permitted by law, the Company’s total liability in respect of any claim arising out of or in connection with the Services shall not exceed the total amount paid or payable by the Client for the specific Services giving rise to the claim.
11. Waste Handling and Regulations
The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable regulations and good environmental practice.
Any waste removal services beyond normal vacuumed particulate, such as disposal of existing floor coverings, underlay, large quantities of debris or contaminated materials, must be agreed in advance and may incur additional charges.
The Client must inform the Company of any known contamination or hazardous substances at the Premises. The Company reserves the right to refuse to handle or remove any waste that it reasonably believes to be hazardous or not suitable for standard disposal, and may recommend specialist services at the Client’s cost.
12. Health and Safety
The Company will conduct its work in compliance with relevant health and safety legislation and internal policies. The Technician may refuse to carry out work that they reasonably believe would pose a risk to their health, safety or welfare.
The Client is responsible for maintaining a safe environment at the Premises, including adequate lighting, clear access routes and the absence of hazards such as exposed electrical wiring, broken glass, or aggressive pets.
13. Complaints and Queries
If the Client is not satisfied with any aspect of the Services, they should raise the issue with the Technician on site where possible, or contact the Company as soon as reasonably practicable after completion of the work.
The Company will investigate complaints and, where appropriate, may arrange a revisit to inspect the work and, if reasonable, attempt to rectify any issues. Any request for a revisit must normally be made within 48 hours of completion of the Services.
14. Data Protection and Privacy
The Company will collect and use personal information provided by the Client, such as name, address and contact details, for the purposes of managing bookings, delivering Services, processing payments and handling queries.
The Company will take reasonable steps to keep personal information secure and will not sell personal data to third parties. Personal data may be shared with third party service providers where necessary for the performance of the Services or as required by law.
15. Force Majeure
The Company will not be liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to extreme weather, flooding, fire, industrial disputes, transport disruption, power failures, public health events or acts of government.
16. Variations to Terms
The Company may 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. It is the Client’s responsibility to review the applicable Terms and Conditions at the time of booking.
17. 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 the Company.
18. Severability
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.
19. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the provision of the Services and supersede any prior agreements, understandings or arrangements, whether written or oral, relating to the subject matter.
20. No Waiver
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any such right or remedy prevent any further exercise of it.
