Richmond Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Richmond Carpet Cleaners provides cleaning services to residential and commercial customers. By placing a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual or business that requests and pays for the services.
Company means Richmond Carpet Cleaners, the provider of the services.
Services means carpet cleaning, rug cleaning, upholstery cleaning and any other related cleaning services offered by the Company from time to time.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed appointment for the Company to provide Services at a specified date, time and Premises.
2. Scope of Services
The Company provides professional carpet, rug and upholstery cleaning services for domestic and commercial Customers. The exact scope of work for each Booking will be agreed between the Customer and the Company at the time of booking, based on the information supplied by the Customer.
Any quotation or estimate is based on the details provided by the Customer, including the size and type of areas or items to be cleaned, the condition of the carpets or fabrics, access to the Premises and any special requirements. If on arrival the actual conditions differ significantly from those described, the Company reserves the right to amend the price or decline the work.
3. Service Areas
The Company operates within a defined service area surrounding Richmond and neighbouring districts. Acceptance of any Booking is subject to the Premises falling within the areas the Company serves at the relevant time and to the availability of cleaning technicians.
The Company may, at its discretion, accept or decline Bookings based on travel time, access, parking, safety considerations and operational capacity.
4. Booking Process
Customers may request a quotation and make a Booking by telephone, online enquiry form or other methods made available by the Company. A Booking will only be treated as confirmed once the Company has provided written or verbal confirmation of the date, time, scope of work and price, and any required deposit has been received.
The Customer is responsible for ensuring that all information provided during the booking process is accurate and complete, including contact details, address, access instructions, parking information, number and size of rooms, and the condition of the items to be cleaned.
The Company may request photographs or additional details to assist in preparing an accurate quotation. Any indicative quotation remains subject to revision upon inspection on arrival at the Premises.
5. Access and Customer Obligations
The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed time. This includes adequate parking or loading space where applicable and permission for the use of lifts or communal areas if required.
The Customer must ensure that the Premises have running water, electricity and adequate lighting for the duration of the visit, unless otherwise agreed in writing. The Company reserves the right to charge a call-out fee or cancel the Booking if access or utilities are not provided.
The Customer is responsible for moving small and fragile items from the areas to be cleaned before the technician arrives. Heavy furniture or items that may pose a risk to health and safety will not be moved by the technician unless specifically agreed. The Company is not responsible for any inability to clean areas obstructed by furniture or belongings that have not been moved.
6. Pricing, Deposits and Payments
All prices are provided in pounds sterling and are inclusive or exclusive of VAT, as specified at the time of booking. The Company reserves the right to change its prices and rate structure at any time, but any confirmed Booking will be honoured at the agreed price unless the scope of work changes.
The Company may request a deposit to secure a Booking. Deposits may be non-refundable in certain circumstances, as detailed in the cancellation section below. The balance of the payment is usually due on completion of the Services, unless another arrangement has been agreed beforehand.
Payment may be made by cash, card or bank transfer, subject to the methods offered by the Company at the time of service. The Customer must ensure that full payment is made promptly and no later than the agreed due date.
If payment is not received when due, the Company reserves the right to charge interest on any overdue amount at the statutory rate and to recover any reasonable costs incurred in the collection of unpaid sums.
7. Cancellations, Rescheduling and Late Attendance
The Customer may cancel or reschedule a Booking by giving reasonable notice. Unless otherwise agreed, at least 48 hours notice before the scheduled start time is required for cancellations or changes without charge.
If the Customer cancels or reschedules with less than 48 hours notice, the Company may retain any deposit paid or charge a cancellation fee up to a reasonable proportion of the agreed price, to cover costs and loss of opportunity.
If the technician is unable to gain access to the Premises at the agreed time due to the Customer or a third party, the visit may be treated as a late cancellation, and a call-out or cancellation fee may apply.
The Company will use reasonable efforts to attend at the agreed time but cannot guarantee exact arrival times, as they may be affected by traffic, weather or unforeseen events. In the event of significant delay, the Company will endeavour to notify the Customer as soon as possible and agree an alternative time where necessary. The Company will not be liable for minor delays or any indirect losses arising from them.
8. Customer Satisfaction and Complaints
The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the work, they must notify the Company within 48 hours of completion, providing details and, where possible, photographs.
The Company will investigate any reasonable complaint and, where appropriate, may arrange a revisit to inspect or attempt to rectify the issue. Any re-clean or remedy is offered at the Companys discretion and will take into account the condition of the carpets or fabrics, any pre-existing damage and any factors outside the Companys control.
9. Condition of Carpets, Rugs and Upholstery
The Customer acknowledges that results of cleaning may vary depending on the age, type, material, level of soiling and previous treatments applied to carpets and fabrics. Stain removal cannot be guaranteed, particularly for old, set or permanent stains, or for damage caused by bleaching agents, dyes or other chemical reactions.
The Company will carry out an assessment before commencing work and may perform patch tests where appropriate. If the technician believes that cleaning may cause damage or that satisfactory results are unlikely, they will advise the Customer and may recommend against proceeding. If the Customer instructs the Company to continue despite such advice, this will be at the Customers own risk.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability is subject to the limitations set out in this clause and otherwise in these Terms and Conditions.
The Company will not be liable for any pre-existing damage, wear or defects in carpets, rugs, upholstery, flooring, underlay or other items, including but not limited to loose seams, fraying, sun fading, shrinkage, weak fibres, colour loss, or damage that becomes apparent during or after cleaning.
The Company will not be liable for any loss, damage or expense arising from the Customers failure to follow the Companys advice, instructions or aftercare recommendations, or from the Customers failure to provide accurate information about the items to be cleaned or the Premises.
Except in respect of death or personal injury caused by the Companys negligence or for any other liability that cannot be excluded or limited by law, the Companys total liability for any loss or damage arising from any single event or series of connected events shall not exceed the total price paid or payable by the Customer for the relevant Services.
The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of enjoyment or use of the Premises.
11. Insurance
The Company maintains appropriate public liability insurance and, where applicable, employers liability insurance to cover its operations. Evidence of insurance may be made available for inspection upon reasonable request.
12. Health, Safety and Environmental Considerations
The Company will conduct its activities in accordance with applicable health and safety legislation and will endeavour to use cleaning solutions and methods that are suitable for the items being cleaned and the environment.
The Customer must inform the Company of any specific health concerns, allergies or sensitivities relating to occupants, pets or visitors that may be affected by cleaning products or equipment. The Company will seek to take reasonable steps to accommodate such information but cannot guarantee that all reactions or sensitivities can be avoided.
13. Waste Handling and Regulations
The Company will comply with relevant UK regulations concerning the handling, storage, transport and disposal of waste arising from its activities. Any waste water, extracted cleaning solutions and debris generated during carpet and upholstery cleaning will be managed in line with good industry practice and applicable law.
Where waste must be removed from the Premises, the Company will ensure that it is disposed of at authorised facilities or via authorised waste carriers. The Customer agrees not to request or require the Company to dispose of waste in an unlawful manner or via drains, external areas or receptacles that are unsuitable or not permitted for such use.
The Customer remains responsible for the general household or commercial waste at the Premises that is unrelated to the Services, including any furniture, belongings or refuse not directly connected to the cleaning work.
14. Damage and Breakages
The Company will take reasonable precautions to prevent damage to the Premises and contents. In the unlikely event of accidental damage caused by the Company, the Customer must report it as soon as reasonably possible and, in any event, within 48 hours of completion of the Services.
The Company reserves the right to inspect any alleged damage before accepting responsibility or agreeing a remedy. Where appropriate, the Company may arrange for repair, cleaning or replacement of the damaged item, taking into account fair wear and tear, age and condition.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions, nor liable for any delay or failure in performance of any obligations, where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, without limitation, extreme weather, flooding, fire, accident, road closures, public transport disruption, strikes, lockouts, pandemics, government restrictions or acts of terrorism.
16. Privacy and Data Protection
The Company will collect and use personal data about Customers only to the extent necessary to manage Bookings, provide the Services, process payments and handle enquiries or complaints. The Company will take reasonable steps to keep such personal data secure and to comply with applicable data protection laws in the United Kingdom.
Customers have certain rights in relation to their personal data, including the right to access and correct information held about them, subject to legal requirements and limitations.
17. Variation of Terms
The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated and will apply to Bookings made after that date. The version applicable to any particular Booking will be the version in force at the time the Booking was confirmed.
18. 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 their subject matter, save that nothing shall limit the right of the Company to take proceedings against the Customer in any other court of competent jurisdiction.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation of Booking and any agreed written variations, constitute the entire agreement between the Customer and the Company in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise or representation that is not set out in these documents.
20. 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 severed from the remaining provisions, which shall continue in full force and effect.
21. Contact and Communication
All routine communication relating to Bookings, amendments and general enquiries should be directed to the Company using the contact details provided on its official materials. The Customer is responsible for ensuring that the Company holds up-to-date contact information for the purposes of confirming or updating Bookings and addressing any issues relating to the Services.
