Ilford Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Ilford Carpet Cleaners 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 expressions have the meanings set out below.
Customer means the person, company or organisation that requests or uses the services supplied by Ilford Carpet Cleaners.
Company means Ilford Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning and any other cleaning or related services provided by the Company as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Customer and the Company comprising these Terms and Conditions and any written or verbal confirmation of the booking details.
2. Scope of Services
The Company provides professional carpet and related cleaning services in its designated service area. The specific Services to be supplied will be agreed at the time of booking and confirmed by the Company. The Company reserves the right to refuse any work that is considered unsafe, unsuitable, or beyond the reasonable capabilities of its equipment or personnel.
The Customer acknowledges that certain stains, odours, wear and pre-existing damage may not be fully removable and that results may vary depending on the condition, age and material of carpets, rugs, upholstery or other items to be cleaned. Any times, dates or durations indicated for the performance of the Services are estimates only and are not guaranteed unless expressly confirmed in writing as a fixed appointment.
3. Booking Process
Bookings may be requested through the Company’s accepted communication channels. A booking is not considered confirmed until it has been expressly accepted by the Company, which may be by written or verbal confirmation. The Customer is responsible for providing accurate information when making a booking, including the size and type of areas to be cleaned, access arrangements, parking availability, and any special requirements.
The Company may request additional information or photographs to assess the work required. If the information provided is inaccurate or incomplete, the Company reserves the right to amend the quoted price, adjust the scope of work or cancel the booking. The Customer must notify the Company promptly of any changes to the booking details, including changes to the Premises, access arrangements or contact information.
The Company reserves the right to decline or cancel any booking at its discretion, including where adequate access or safe working conditions cannot be assured, or where the Customer has previously failed to comply with these Terms and Conditions.
4. Prices and Quotations
Prices for Services are typically provided by quotation based on the information given by the Customer. All quotations are given in good faith but are subject to change if the information provided by the Customer is found to be inaccurate, or if the condition or size of the work is substantially different from what was described.
Unless otherwise agreed, quotations are exclusive of any congestion, parking or additional access-related charges incurred in order to carry out the work. Where applicable, such charges will be added to the final invoice. Quotations are valid for a limited period as advised by the Company and may be withdrawn or amended at any time prior to acceptance of a booking.
5. Payments and Invoicing
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the Services. The Company accepts payment by the methods it makes available from time to time. The Customer agrees to ensure that cleared funds are made available in line with the agreed payment terms.
For commercial or repeat customers, the Company may agree to alternative payment terms, such as invoicing with an agreed payment period. In such cases, the Customer must pay all invoices in full and without deduction by the due date stated on the invoice. The Company reserves the right to charge interest and reasonable administration fees on overdue amounts, as permitted by applicable law.
The Customer is responsible for all charges properly due under the Agreement. Where a third party has agreed to pay on behalf of the Customer, the Customer remains liable for any outstanding balances in the event that the third party fails to pay.
6. Deposits and Prepayments
The Company may require a deposit or full prepayment to secure a booking, particularly for larger jobs, first-time customers or peak period appointments. Any deposit requirements will be communicated at the time of booking. Failure to pay a requested deposit or prepayment by the specified deadline may result in cancellation of the booking.
Deposits may be applied towards the final invoice or retained in accordance with the cancellation policy set out in these Terms and Conditions. Where the Company cancels a booking without fault on the part of the Customer, any deposit or prepayment taken will normally be refunded, subject to any deductions for Services already provided or costs incurred.
7. Cancellations and Rescheduling
The Customer may cancel or request to reschedule a booking by giving notice through the same communication channels used for booking or as otherwise agreed. The Company operates a cancellation policy to cover the costs of reserved time and resources.
Where the Customer cancels or reschedules with reasonable notice, as defined by the Company’s current policy, no cancellation fee may be charged. Where insufficient notice is given, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the agreed price. If the Customer fails to provide access to the Premises at the agreed time, this may be treated as a late cancellation and a fee may be charged.
The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, such as staff illness, equipment failure, adverse weather conditions or access issues. In such cases, the Company will use reasonable efforts to notify the Customer as soon as practicable and to offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.
8. Access, Parking and Customer Obligations
The Customer must ensure that the Company has safe and reasonable access to the Premises for the duration of the appointment, including access to electricity, water and any other facilities reasonably required to perform the Services. The Customer is responsible for ensuring that any necessary entry permissions are in place and that someone is available to provide access at the agreed time, where required.
The Customer must arrange suitable parking for the Company’s vehicles as close as reasonably possible to the Premises. Any parking charges, permits or penalties incurred due to a lack of suitable parking arrangements may be charged to the Customer.
The Customer is responsible for securing and removing any fragile, valuable or personal items from the areas to be cleaned before the Services commence. The Customer must inform the Company of any known hazards, risks, delicate materials, pre-existing damage or conditions at the Premises that may affect the safe and effective performance of the Services.
9. Health, Safety and Conduct
The Company will carry out the Services in accordance with applicable health and safety requirements and with reasonable care and skill. The Customer agrees not to request or encourage the Company’s staff to undertake any activity that is unsafe, inappropriate or outside the agreed scope of work.
The Company reserves the right to withdraw its staff and terminate or suspend the Services if they encounter abusive, threatening or unsafe behaviour, or unsafe conditions at the Premises. In such cases, the Customer may be liable for all costs incurred up to the time of withdrawal and for any applicable cancellation fee.
10. Waste Handling and Environmental Regulations
The Company will handle, collect and dispose of waste generated in the course of providing the Services in compliance with applicable waste and environmental regulations. Certain types of waste, including hazardous or regulated materials, may not be collected or removed by the Company. The Customer must inform the Company in advance if any such materials are present at the Premises.
Where the Company agrees to remove waste from the Premises, it will do so using appropriate methods and channels. Additional charges may apply for the removal of larger volumes of waste, special items or waste that requires specialist handling or disposal. The Customer remains responsible for any waste that the Company has not specifically agreed to remove.
The Customer must not request the Company to dispose of waste in any manner that breaches applicable regulations or local requirements. The Company reserves the right to decline any request that may result in non-compliance with environmental, health or safety laws.
11. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. If the Customer is dissatisfied with any aspect of the Service, the Customer must notify the Company as soon as reasonably possible and in any event within a short period after completion, allowing the Company an opportunity to inspect and, where appropriate, rectify the issue.
The Company’s liability for loss or damage arising from the provision of the Services shall be limited, to the fullest extent permitted by law, to the lesser of the cost of re-performing the Services or the amount paid by the Customer for the specific Service giving rise to the claim. The Company will not be liable for any indirect, consequential or purely economic loss, including loss of profit, business interruption, loss of use, or loss of opportunity.
The Company shall not be liable for any damage or deterioration caused by pre-existing wear, defects, improper installation, unsuitable materials, or failure to follow manufacturer care instructions. The Customer is responsible for ensuring that any items to be cleaned are suitable for the cleaning methods to be used and for notifying the Company of any particular sensitivities or manufacturer limitations.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot lawfully be limited or excluded.
12. Insurance
The Company maintains insurance cover appropriate for the nature of its business. Details of such insurance may be provided upon reasonable request. The existence of insurance does not extend or increase the Company’s liability beyond the limits set out in these Terms and Conditions.
13. Complaints and Service Issues
If the Customer has any complaint or concern regarding the Services, they should contact the Company as soon as reasonably practicable, providing full details of the issue and, where possible, supporting information. The Company will investigate the complaint and aim to respond within a reasonable timeframe.
Where a complaint is found to be justified, the Company may, at its discretion and subject to the circumstances, offer a re-clean of the affected area, a partial refund, or another form of resolution it deems appropriate. Complaints raised after a prolonged delay, or after further work by third parties, may be more difficult to assess and may limit the remedies the Company is able to offer.
14. Data Protection and Privacy
The Company may collect and process personal information about the Customer in order to manage bookings, provide the Services and administer the customer relationship. The Company will handle such information in accordance with applicable data protection legislation and will take reasonable steps to keep it secure.
Personal information may be used for administration, customer service and, where permitted, for service-related communications or lawful marketing. The Customer may request access to, correction of or deletion of their personal information in accordance with applicable law.
15. Changes to Services and Terms
The Company reserves the right to update, modify or discontinue any aspect of its Services or these Terms and Conditions from time to time. Any changes to the Terms and Conditions will take effect when published or otherwise communicated and will apply to new bookings from that date. For existing bookings, the version of the Terms and Conditions in force at the time of booking will normally apply, unless a change is required by law or regulation.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, are governed by and shall be construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms and Conditions or the provision of the Services, subject to any mandatory rights the Customer may have under applicable consumer law.
17. General Provisions
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or other competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable, and the remaining provisions shall continue in full force and effect.
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 or any other right or remedy. The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to another entity as part of a business transfer or reorganisation.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede any prior understandings, representations or agreements, whether written or oral, relating to their subject matter.