Terms And Conditions
Service Terms and Conditions for Carpet Cleaning St John's Wood
These Terms and Conditions set out the basis on which we provide professional carpet and related cleaning services to customers in St John's Wood and surrounding areas. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual, company or organisation requesting the services.
Company means the carpet cleaning service provider issuing these Terms and Conditions.
Services means carpet cleaning and any additional cleaning or related services agreed between the Company and the Customer.
Premises means the residential or commercial property where the Services are to be carried out.
Booking means a confirmed appointment for the provision of Services at an agreed date, time and location.
2. Scope of Services
The Company provides professional carpet cleaning and related services, which may include stain treatment, upholstery cleaning, rug cleaning and similar work as agreed at the time of Booking. The specific Services to be delivered will be confirmed during the Booking process, together with any limitations or special conditions relevant to the Premises or items to be cleaned.
The Company reserves the right to decline any work that, in its reasonable opinion, cannot be carried out safely, effectively or in compliance with applicable laws and regulations.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels. At the time of Booking, the Customer will be asked to provide accurate information regarding:
1. The address of the Premises.
2. The type and approximate size of the areas or items to be cleaned.
3. Any known stains, damage, delicate materials, or special requirements.
4. Access arrangements, including parking availability where relevant.
All Bookings are subject to availability and are not confirmed until the Company has provided an explicit confirmation of the date, time, and estimated price. The Company may request photographs or additional information to provide a more accurate estimate.
The Customer must ensure that someone aged 18 or over is present at the Premises at the agreed time of the appointment, or that the Company has been given lawful authority and safe means to access the Premises.
4. Estimates and Pricing
Any price provided prior to inspection of the Premises is an estimate only and is based on the information supplied by the Customer. The Company reserves the right to adjust the price if the actual condition, size, or nature of the work differs from what was described. Where a price adjustment is necessary, the Customer will be informed before work begins and may choose whether to proceed.
Prices are generally quoted inclusive of labour, standard materials and equipment necessary for the performance of the Services, unless otherwise stated. Additional charges may apply for:
1. Heavily soiled carpets or extensive stain treatment.
2. Moving of large or delicate furniture where this is beyond a reasonable scope.
3. Parking fees, congestion charges, or access-related costs incurred by the Company in attending the Premises.
5. Payments
Payment terms will be confirmed during the Booking process. Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the appointment.
The Company accepts commonly used forms of payment permitted by UK law. The Customer is responsible for ensuring that payment can be made promptly upon completion. For business customers, alternative payment terms may be agreed in advance and confirmed in writing.
Where payment is not made on the due date, the Company reserves the right to charge interest and reasonable recovery costs in accordance with applicable UK law. The Company may also withhold further Services until all outstanding amounts have been paid.
6. Deposits
The Company may request a deposit to secure a Booking, particularly for larger jobs, multiple appointments, or during peak periods. The amount and due date of any deposit will be communicated at the time of Booking.
Deposits are generally deductible from the final price payable for the Services, provided that the Customer does not cancel the Booking in breach of these Terms and Conditions. The conditions under which a deposit may be retained are set out in the cancellation section below.
7. Cancellations and Amendments
The Customer may cancel or amend a Booking by providing notice to the Company. To avoid cancellation charges, the Customer should give as much notice as reasonably possible.
Unless agreed otherwise in writing:
1. Cancellations or amendments made more than 48 hours before the scheduled appointment time will not incur a cancellation fee, and any deposit paid may be refunded or transferred to a new Booking.
2. Cancellations or amendments made between 24 and 48 hours before the appointment may incur a charge of up to 50 percent of the estimated Service cost or result in forfeiture of the deposit.
3. Cancellations or amendments made less than 24 hours before the appointment, or where the Company is unable to gain access to the Premises at the agreed time, may be charged at up to 100 percent of the estimated Service cost, and any deposit may be retained.
The Company will use reasonable efforts to accommodate requests to reschedule a Booking, subject to availability. The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its control, including but not limited to staff illness, equipment failure, or adverse weather conditions. In such cases, the Company will offer an alternative appointment at the earliest reasonable opportunity, and any deposits will be transferred or refunded as appropriate.
8. Customer Obligations
The Customer agrees to:
1. Provide accurate and complete information during the Booking process.
2. Ensure safe and reasonable access to the Premises, including making any necessary arrangements with building management or neighbours.
3. Remove fragile items, valuables and personal belongings from areas to be cleaned, or clearly identify any items that should not be moved.
4. Inform the Company of any known risks, such as loose floor coverings, damaged carpets, or previous treatments that might affect the outcome of the cleaning.
5. Comply with any safety instructions given by the Company’s operatives during or after the Service, including advice on drying times and ventilation.
9. Service Performance and Results
The Company will perform the Services with reasonable care and skill and in accordance with industry practices. However, the Customer acknowledges that:
1. Certain stains, odours or damage may be permanent and cannot be fully removed.
2. Pre-existing wear, fading, or discolouration may become more apparent after cleaning.
3. The outcome of cleaning can be affected by factors outside the Company’s control, including the age and type of carpet fibres, previous treatments and the nature of the contamination.
The Company does not guarantee that all stains or marks will be removed, but will take reasonable steps to achieve the best possible result for the specific materials and conditions.
10. Damage and Liability
The Company carries out all work with care. If damage is caused directly by the negligence of the Company or its operatives, the Company will, at its option, repair the damage, arrange a replacement, or offer fair compensation, subject to the limitations set out in this clause.
The Company will not be liable for:
1. Wear or discolouration that becomes visible after cleaning.
2. Damage arising from pre-existing defects, weaknesses, or poor installation of carpets, underlay, or fittings.
3. Loss or damage to items that the Customer has not removed from the work area or has not adequately protected.
4. Shrinkage of carpets that occurs due to defective fitting, incompatible materials or pre-existing conditions.
5. Any indirect, consequential or economic loss, including loss of profit, loss of use, or loss of opportunity.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
Subject to the above, the Company’s total liability for any claim arising out of or in connection with the Services shall not exceed the total amount paid or payable by the Customer for the specific Booking from which the claim arises.
11. Complaints and Claims
If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably practicable, preferably within 24 hours of completion. The Company will investigate the complaint and may request photographs, access to the Premises, or additional information.
Where a complaint is justified, the Company may, at its discretion:
1. Revisit the Premises to re-perform the relevant part of the Services.
2. Offer a partial refund or price reduction.
3. Provide another suitable remedy, in line with applicable consumer protection legislation.
12. Waste Handling and Environmental Compliance
The Company operates in accordance with relevant UK waste and environmental regulations. Any waste generated in the course of the Services, including used cleaning materials and extracted residues, will be handled and disposed of in compliance with applicable laws.
The Customer agrees to:
1. Allow the Company to use suitable drainage points at the Premises where this is lawful and safe.
2. Refrain from requesting disposal methods that would breach environmental, public health, or waste management regulations.
The Company may decline to carry out any action that could lead to a breach of waste or environmental law and may terminate the Services if continued work would be unlawful or unsafe. In such circumstances, the Customer may still be liable for charges incurred up to the time of termination.
13. Access, Health and Safety
The Company’s operatives must be able to work in a safe environment. The Customer must ensure that the Premises are reasonably clean, free from hazards, and adequately lit. The Company reserves the right to refuse or discontinue work if health and safety standards cannot be met, including where there is evidence of infestation, structural instability or aggressive behaviour.
The Customer must keep children, pets and other occupants away from work areas and any equipment or chemicals in use. Some cleaning solutions may pose a temporary slip risk or require ventilation during drying. The Customer is responsible for following any safety advice provided.
14. Parking and Access Charges
The Customer is responsible for providing suitable parking or access arrangements where practical, particularly in busy residential and commercial areas. If paid parking, permits, tolls, or congestion charges are required to access the Premises, these may be charged to the Customer as an additional cost.
15. Force Majeure
The Company will not be in breach of these Terms and Conditions, nor liable for any delay or failure to perform the Services, where such delay or failure results from events beyond its reasonable control. This may include, without limitation, extreme weather, accidents, acts of terrorism, war, strikes, pandemics, or failure of utilities or transport networks.
16. Privacy and Data Protection
The Company will handle personal data provided by the Customer in accordance with applicable UK data protection laws. Information will be used only for the purpose of managing Bookings, delivering Services, handling payments, and communicating with the Customer unless otherwise required or permitted by law.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, 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. Changes to These Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking. A copy of the current Terms and Conditions will be provided on request.
By making a Booking for carpet cleaning or related services, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
Carpet Cleaning
Upholstery Cleaning
End Of Tenancy Cleaning
Domestic Cleaning
House Cleaning
Office Cleaning
