Richmond Carpet Cleaning Terms and Conditions
These Terms and Conditions set out the basis on which Richmond Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers within its service area. 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.
Company means Richmond Carpet Cleaning, the provider of the cleaning services.
Customer means the individual, business or organisation booking or receiving the services.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning and any related services agreed in writing between the Company and the Customer.
Booking means a confirmed appointment for the provision of services on a specified date and time.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and related items at domestic and commercial premises within its service area. The exact nature, extent and price of the services will be agreed at the time of booking and confirmed by the Company.
The Company reserves the right to decline or withdraw services where it reasonably considers the premises to be unsafe, inaccessible, or unsuitable for the services requested, or where the work requested falls outside the Companys standard service offering.
3. Booking Process
3.1 Bookings may be requested by the Customer through the Companys accepted booking channels. A booking is not confirmed until it has been expressly accepted by the Company and a date and time for the service has been allocated.
3.2 At the time of booking, the Customer will be asked to provide accurate information about the premises, including but not limited to property type, approximate room sizes, number of items to be cleaned, access restrictions, parking arrangements, and any known issues such as severe staining, pet damage or water damage.
3.3 The Company will rely on the information provided by the Customer when estimating the duration and cost of the services. If on arrival it becomes clear that the information provided was incomplete or inaccurate, the Company reserves the right to adjust the price, amend the scope of work, or decline the service.
3.4 Any time or date given for the services is an estimate only. The Company will use reasonable efforts to attend on time but cannot guarantee arrival times due to traffic, weather or unforeseen circumstances. Where there is a significant delay, the Company will endeavour to inform the Customer as soon as reasonably practicable.
4. Access and Customer Responsibilities
4.1 The Customer must ensure that the Companys operative has safe and reasonable access to the premises at the agreed appointment time, including suitable parking where necessary and lawful.
4.2 The Customer is responsible for moving small and light furniture or personal items that may obstruct access to areas to be cleaned, unless otherwise agreed in advance. The Company will not move heavy, fragile, valuable or electrical items including but not limited to televisions, computers, pianos, large wardrobes and display cabinets.
4.3 The Customer must ensure that children and pets are kept away from equipment, chemicals and treated areas during and immediately after the service. The Customer accepts responsibility for supervising any persons present at the premises.
4.4 The Customer must notify the Company in advance of any known risks at the premises, including loose floor coverings, electrical issues, alarm systems, restricted access, or any other matter that could affect the safe and effective delivery of the services.
5. Pricing and Payment Terms
5.1 Prices for services will be communicated to the Customer before confirming the booking. Prices may be based on room size, number of items, type of fabric or fibre, level of soiling, and access or parking conditions.
5.2 Unless otherwise stated, all prices are given in pounds sterling and are inclusive or exclusive of any applicable taxes as specified by the Company at the time of booking.
5.3 The Company may require a deposit, part payment, or full payment in advance to secure a booking. Any such requirement will be notified to the Customer at the time of booking.
5.4 Payment is due in accordance with the terms agreed at booking. For residential customers this is typically upon completion of the service visit, unless prepayment has been taken. For commercial customers, alternative payment terms may be agreed in writing.
5.5 The Company accepts payment by the methods it specifies from time to time. The Customer is responsible for ensuring that payment can be made by the chosen method on the due date.
5.6 If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount and to recover any reasonable costs incurred in the collection of outstanding sums.
6. Cancellations, Rescheduling and No-Show Policy
6.1 The Customer may cancel or request to reschedule a booking by giving the Company reasonable notice. The specific notice period and any applicable cancellation charges will be explained at the time of booking and may vary depending on the size or nature of the job.
6.2 The Company reserves the right to charge a cancellation fee where the Customer cancels or reschedules without giving the required notice, or where the Company attends the premises and is unable to gain access or commence work for reasons within the Customers control.
6.3 If the Company needs to cancel or reschedule a booking due to unforeseen circumstances, it will use reasonable endeavours to notify the Customer as soon as possible and arrange an alternative appointment. The Company will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.
7. Condition of Carpets, Rugs and Upholstery
7.1 The Customer acknowledges that results will vary depending on the age, fibre type, construction, previous cleaning history and existing condition of carpets, rugs and upholstery.
7.2 The Company does not guarantee the removal of all stains, odours, marks or discoloration. Some stains may be permanent and cannot be fully removed. The Customer will be informed where it appears likely that a stain may not respond to professional cleaning methods.
7.3 The Customer must inform the Company of any previous damage, colour loss, shrinkage, loose seams, weakened backing, or manufacturer care instructions relevant to the items to be cleaned.
7.4 The Company will carry out the services using methods and products it considers suitable for the fibre type and condition, but it shall not be responsible for existing defects, wear, sun damage, or damage arising from inherent weaknesses in the fabric or backing.
8. Liability and Limitations
8.1 The Company will exercise reasonable care and skill in providing the services. If the Customer is dissatisfied with any aspect of the service, they must notify the Company within a reasonable period following completion, allowing the Company an opportunity to inspect and, where appropriate, rectify the issue.
8.2 The Companys total liability in respect of any loss or damage arising out of or in connection with the services, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall be limited to the value of the services provided or the reasonable cost of repair or replacement of the affected item, whichever is lower.
8.3 The Company will not be liable for any indirect, special or consequential loss or damage, loss of profit, loss of business, loss of opportunity or loss of goodwill arising from the provision or non provision of the services.
8.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.
8.5 The Customer is responsible for ensuring that fragile, valuable or irreplaceable items are removed or protected before the services commence. The Company shall not be responsible for loss or damage to items that it has not been made aware of or which it has not agreed in writing to clean or handle.
9. Health, Safety and Environmental Compliance
9.1 The Company will use cleaning products and equipment that are suitable for professional use and, where applicable, compliant with relevant health and safety regulations.
9.2 The Customer must follow any safety instructions given by the Companys operative, including guidance on drying times, re entry to treated areas and safe use of carpets or upholstery following cleaning.
9.3 The Company will take reasonable steps to minimise environmental impact during the provision of services, including responsible use of water and chemicals and adherence to relevant waste disposal regulations.
10. Waste Regulations and Disposal
10.1 During the provision of services, the Company may generate waste water, contaminated cleaning solutions, and limited quantities of solid waste such as used cloths or filters.
10.2 The Company will manage and dispose of its own operational waste in accordance with applicable UK waste management and environmental regulations. Waste water and residues will not be discharged in a way that breaches local or national laws.
10.3 The Company is not responsible for removing or disposing of general household or commercial waste, furniture, large quantities of pet waste, construction debris, hazardous substances or sharps found at the premises. If such items prevent safe or effective cleaning, the Company may refuse to proceed or may adjust the scope of work.
10.4 Where, at the Customers request, the Company agrees to handle or dispose of additional waste beyond its normal operational waste, this will be subject to separate agreement and may incur additional charges, and will only be carried out where lawful and safe to do so.
11. Insurance
The Company maintains insurance cover appropriate to its business operations, including public liability insurance to a level it considers appropriate. Details of cover can be made available upon reasonable request. The existence of insurance does not extend or increase the Companys liability beyond the provisions set out in these Terms and Conditions.
12. Complaints and Dispute Resolution
12.1 If the Customer is unhappy with any aspect of the services, they should contact the Company as soon as reasonably possible, providing details of the issue and allowing the Company reasonable access to inspect and address the matter.
12.2 The Company will investigate complaints in good faith and may, at its discretion, offer to re attend to re clean affected areas, provide a partial refund, or offer another form of resolution where appropriate.
12.3 In the event that a dispute cannot be resolved directly between the parties, either party may consider seeking independent advice or using an alternative dispute resolution service where available.
13. Personal Data and Privacy
13.1 The Company collects and processes personal data such as names, addresses and booking details for the purpose of providing services, managing bookings, and handling payments and queries.
13.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. The Company will not sell personal data to third parties and will only share it where necessary for providing the services or where required by law.
14. Changes to Terms and Conditions
14.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to the Customer and will apply to bookings made after that date.
14.2 The version of the Terms and Conditions that applies to a booking will normally be the version in force at the time the booking was confirmed.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the services provided by the Company shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, but that shall not affect the validity and enforceability of the remaining provisions.
16.2 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 right or remedy prevent any further exercise of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the services and supersede any prior understandings, representations or agreements, whether oral or written.
