Orpington Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Orpington Carpet Cleaners provides carpet, upholstery and related cleaning services. By booking or using 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 expressions have the meanings set out below:
Client means the individual or business booking or receiving services from Orpington Carpet Cleaners.
Company means Orpington Carpet Cleaners, the provider of cleaning services.
Services means any carpet, rug, upholstery, hard floor or other cleaning work, and any related services, supplied by the Company to the Client.
Property means the premises where the Services are to be carried out.
Terms means these Terms and Conditions as amended from time to time.
2. Scope of Services
The Company provides professional carpet, upholstery and related cleaning services to domestic and commercial Clients. The exact scope of the Services will be agreed at the time of booking based on the Client's requirements, the description of the areas and items to be cleaned, and any specific instructions provided.
Any estimates or descriptions provided prior to inspection are based on information supplied by the Client and may be subject to adjustment after assessment at the Property. The Company reserves the right to refuse or amend a service where the condition, access or safety of the Property does not reasonably allow the work to be carried out as described.
3. Booking Process
3.1 Bookings may be made by the Client through the Company's accepted contact channels. By placing a booking, the Client confirms they are over 18 years of age and are authorised to arrange cleaning at the Property.
3.2 At the time of booking, the Client must provide accurate information including the type of Property, number and size of rooms or areas, flooring type, level of soiling, access and parking arrangements, and any known issues such as stains, damage, or pet odours. This information is used to estimate the duration, method, and cost of the Services.
3.3 The booking will be confirmed by the Company once the date, time, scope of work and price have been agreed. The Company may request a deposit or full prepayment to secure the booking. Until such payment is received (where applicable), the Company is under no obligation to reserve or hold the appointment.
3.4 The Client is responsible for ensuring that someone with access authority is present at the Property at the agreed time or that pre-arranged access is provided. Failure to provide access may be treated as a late cancellation and may incur a charge.
4. Pricing and Estimates
4.1 Prices are generally quoted per room, per item, per square metre, or on a fixed-price basis, as advised at the time of booking. All prices will be provided in pounds sterling (GBP). Any applicable taxes will be included in the quotation unless otherwise stated.
4.2 Any verbal or written quotation is an estimate based on the information supplied by the Client. The Company reserves the right to revise the quotation on arrival at the Property if the description of the work differs materially from the actual condition, size or access, or if additional services are requested by the Client.
4.3 Where a price adjustment is required, the technician will explain the reasons and obtain the Client's agreement before commencing work. If the Client does not accept the revised price, the Company reserves the right to cancel the visit and may charge a call-out fee to cover travel and time.
5. Payments and Charges
5.1 Unless otherwise agreed in writing, payment is due immediately on completion of the Services at the Property. For some bookings, the Company may require partial or full payment in advance.
5.2 The Company accepts payment by the methods communicated at the time of booking. The Client must ensure that full payment is available on the day of service. Failure to pay on completion may result in additional administration fees and interest on overdue amounts.
5.3 For business Clients with agreed accounts, invoices are payable within the payment term specified on the invoice. The Company reserves the right to charge interest and recovery costs on overdue invoices in accordance with applicable UK law.
5.4 Any parking fees, congestion charges or similar costs reasonably incurred in order to provide the Services at the Property may be added to the final bill and are payable by the Client.
6. Cancellations, Rescheduling and Access
6.1 The Client may cancel or reschedule a booking by providing notice to the Company. The minimum notice period for cancellation or rescheduling without charge will be communicated at the time of booking. As a general rule, the Company requires reasonable notice before the scheduled appointment.
6.2 If the Client cancels or reschedules with less than the required notice, or fails to provide access to the Property at the agreed time, the Company may charge a cancellation fee. This may be up to a percentage of the quoted price or a fixed call-out fee, to cover the costs of lost time and travel.
6.3 The Company will use reasonable endeavours to attend the Property at the agreed time, but the timing of the service is an estimate and may be affected by traffic, previous jobs or unforeseen circumstances. If the Company needs to cancel or amend the appointment, every effort will be made to notify the Client as soon as reasonably possible and to agree an alternative time.
6.4 The Client must ensure safe, clear access to the Property and the areas to be cleaned, including adequate parking where possible. If access is obstructed or unsafe, the Company may refuse to carry out all or part of the Services and may apply a cancellation or waiting charge.
7. Client Responsibilities
7.1 The Client is responsible for removing small items, valuables, breakables and personal belongings from the areas to be cleaned prior to the arrival of the technician. While reasonable care will be taken, the Company is not liable for items left on the floor or in work areas that may hinder the cleaning process.
7.2 The Client must inform the Company of any known defects, damage, loose fittings, previous cleaning issues, or risks relating to carpets, rugs, upholstery or flooring. This includes but is not limited to shrinkage, colour run, weak seams, loose grippers, and pre-existing stains or odours.
7.3 Children and pets must be kept away from the work area and equipment for the duration of the visit and for any recommended drying period. The Client is responsible for supervising any occupants at the Property.
8. Provision of Services and Results
8.1 The Company will perform the Services with reasonable skill and care, using appropriate cleaning methods and products suitable for the surfaces to be treated, based on the information and access provided by the Client.
8.2 While every effort is made to achieve the best possible results, the Company cannot guarantee that all stains, marks, odours or soiling will be fully removed. The outcome can be affected by factors such as the type of stain, age, previous attempts at cleaning, fibre composition and wear.
8.3 Any drying times stated are estimates only and may vary depending on ventilation, temperature, humidity and the nature of the fabric or carpet. The Client is responsible for ensuring adequate ventilation and for following any aftercare advice provided.
8.4 The Company reserves the right to decline to use certain methods or products if, in its professional judgment, they pose a risk of damage or are unsuitable for the material to be cleaned.
9. Damage, Liability and Limitations
9.1 The Company holds appropriate insurance cover for its activities. If the Client believes that any damage has been caused by the Company during the provision of Services, the Client must notify the Company as soon as reasonably possible and within a reasonable time of becoming aware of the issue.
9.2 The Company's liability for any loss or damage arising out of or in connection with the Services is limited to the lesser of the cost of repairing the damage or the current replacement value of the item, taking into account age and condition, subject to any applicable policy limits.
9.3 The Company is not liable for any of the following:
Pre-existing damage, wear, staining, odours or defects, whether visible or not.
Damage resulting from failure to follow the Company's advice or instructions, including regarding drying times and use of the areas cleaned.
Any indirect, consequential or purely economic loss, including loss of profit, business or opportunity.
9.4 Nothing in these Terms excludes or limits the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited by UK law.
10. Health, Safety and Environmental Compliance
10.1 The Company will take reasonable steps to ensure that all work is carried out safely and in compliance with applicable health and safety regulations. The Client agrees to co-operate with the Company to help maintain a safe working environment at the Property.
10.2 The Company uses cleaning solutions and methods that are appropriate for professional use. Safety data sheets for products used are available on request. The Client should advise the Company of any allergies, sensitivities or specific health concerns prior to commencement of cleaning.
11. Waste Handling and Regulations
11.1 During the provision of Services, the Company may generate limited waste such as soiled water, used cloths, packaging and debris collected from carpets or upholstery.
11.2 The Company will manage and dispose of its own operational waste in line with UK waste regulations and good environmental practice. Any specialist or hazardous waste at the Property that is not generated by the Company remains the responsibility of the Client and will not be removed unless expressly agreed as part of a separate arrangement.
11.3 The Client must not request or require the Company to dispose of waste in any way that would breach local or national waste management regulations. Where waste removal is included as part of a service, it will be undertaken in compliance with all applicable laws.
12. Complaints and Service Issues
12.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the technician on site where possible, or contact the Company within a reasonable time after completion of the work.
12.2 The Client must provide details of the concern and, where relevant, allow the Company a reasonable opportunity to inspect and, if appropriate, to rectify the issue. Any remedial work offered will be at the sole discretion of the Company, taking into account the nature of the complaint and the original condition of the items cleaned.
13. Force Majeure
13.1 The Company will not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to severe weather, traffic incidents, accidents, illness, power failures, or restrictions imposed by authorities.
13.2 In such circumstances, the Company will make reasonable efforts to notify the Client and to rearrange the Services for a mutually convenient time.
14. Personal Data and Privacy
14.1 The Company may collect and process personal data about the Client in order to manage bookings, provide Services, handle payments and respond to enquiries. This may include contact details, service history and relevant information about the Property.
14.2 Personal data will be handled in accordance with applicable data protection legislation in the UK. The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to provide the Services, process payments, comply with legal obligations, or where the Client has given consent.
15. Changes to Terms and Conditions
15.1 The Company may update or amend these Terms from time to time. Any changes will take effect when they are published or otherwise communicated and will apply to bookings made after that date.
15.2 For existing confirmed bookings, the Terms in force at the time of booking will normally apply, unless changes are required by law or regulation, in which case the updated provisions may take effect immediately.
16. Governing Law and Jurisdiction
16.1 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.
16.2 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 or the Services provided by the Company.
17. General Provisions
17.1 If any provision of these Terms is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.
17.3 These Terms, together with any written confirmation of booking and agreed service description, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or representations.
