Roehampton Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Roehampton Carpet Cleaning provides carpet, upholstery and related cleaning services. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, landlord, tenant, managing agent or organisation that makes a booking for services.
Company means Roehampton Carpet Cleaning, the provider of the services.
Services means any carpet, rug, upholstery, mattress, curtain, hard floor or related cleaning, stain treatment, deodorising, protection treatment or similar work carried out by the Company.
Premises means the property or location where the Services are to be performed.
Technician means any employee, contractor or representative appointed by the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services for domestic and commercial customers. The exact scope of work for each booking will be agreed with the Customer at the time of booking, including the areas, items and type of cleaning requested.
The Company reserves the right to refuse to provide Services where the Premises are unsafe, unhygienic, or where access is restricted or hazardous. In such cases, the Customer may still be liable for a call-out or cancellation charge as described in these Terms and Conditions.
3. Booking Process
Bookings may be made by the Customer through the Company’s chosen communication or booking channels. When making a booking, the Customer must provide accurate information, including property type, approximate room sizes or number of items, level of soiling, parking details and access arrangements.
All bookings are subject to availability and are only confirmed once the Company has accepted the booking and, where required, received any applicable deposit. Provisional or tentative bookings do not constitute a confirmed appointment.
The Company may request photos or descriptions of carpets, upholstery or other areas to be cleaned. These are used to provide an estimate only and do not form a guarantee of the final price, which may be adjusted upon physical inspection by the Technician.
The Customer must ensure that any necessary permissions from landlords, building managers or other relevant parties are in place before the date of the Services.
4. Estimates and Quotations
Any prices, estimates or quotations provided before inspection are based on the information given by the Customer and are subject to revision after the Technician has inspected the Premises and items to be cleaned.
If the scope of work is different from that described by the Customer at the time of booking, or if the level of soiling, staining, infestation or damage is greater than indicated, the Company reserves the right to adjust the price or refuse to provide all or part of the Services.
Where a price revision is necessary, the Technician will explain the reasons for the change. If the Customer does not accept the revised price, the Company may cancel the booking. A call-out charge may apply to cover the Technician’s time and travel.
5. Prices and Payment Terms
All prices are quoted in pounds sterling and may be subject to applicable taxes. The Company will inform the Customer of the total cost or charging structure at the time of booking, subject to these Terms and Conditions.
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Customer must ensure that full payment is made to the Technician or directly to the Company using any accepted payment method.
For some bookings, including larger commercial jobs, end of tenancy cleans or bookings at peak periods, the Company may require a deposit or full prepayment prior to the appointment. Deposits are non-refundable except as expressly provided in these Terms and Conditions or where required by law.
In the event of non-payment, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in enforcing payment, including debt recovery and legal fees.
6. Access, Parking and Customer Responsibilities
The Customer must ensure that the Technician has safe and sufficient access to the Premises at the agreed appointment time. This includes providing any necessary entry codes, keys, permits or authorisations in advance.
The Customer is responsible for arranging suitable parking for the Technician’s vehicle as close as reasonably possible to the Premises. Any parking fees or charges incurred will be added to the final bill. The Company is not responsible for any parking penalties that arise from incorrect information provided by the Customer.
The Customer should remove any small furniture, personal items, breakables and valuables from the areas to be cleaned before the Technician’s arrival. Where heavy furniture cannot reasonably be moved by the Customer, the Technician will clean around or under such items as far as is safe and practical.
The Customer must ensure that water and electricity are available at the Premises for the duration of the Services. If utilities are not available and Services cannot be carried out, a cancellation or call-out fee may apply.
7. Cancellations, Rescheduling and No-Show Policy
The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Unless a longer period is specified at the time of booking, at least 24 hours notice before the scheduled appointment time is required to avoid a cancellation charge.
If the Customer cancels or requests to reschedule with less than the required notice, the Company may charge a cancellation fee up to the value of the deposit or a reasonable proportion of the quoted price to cover costs and loss of appointment time.
If the Technician attends the Premises at the agreed time and is unable to gain access, or if the Customer is not present where their presence is required, this will be treated as a late cancellation. A call-out or cancellation charge may be applied.
The Company reserves the right to cancel or reschedule a booking in the event of illness, equipment failure, severe weather, transport disruption or other circumstances beyond its reasonable control. In such cases, the Company will offer the Customer an alternative appointment. Where a deposit has been paid and the Company cancels without offering a reasonable alternative, the deposit will be refunded.
8. Quality of Service and Limitations
The Company aims to deliver high standards of cleaning and will use reasonable skill and care in providing the Services. However, the Customer acknowledges that results may vary depending on the age, type and condition of carpets, fabrics and stains.
The Company does not guarantee that all stains, odours or marks will be completely removed, particularly in cases of permanent staining, discoloration, wear, sun damage, dye transfer, chemical damage or deeply ingrained odours.
Where pre-existing damage, loose fittings, shrinkage risk, colour instability or other issues are identified, the Technician will use reasonable care to minimise risks but cannot accept liability for deterioration, colour loss or damage that arises due to inherent defects or conditions in the item being cleaned.
It is the Customer’s responsibility to inform the Technician of any known issues with carpets or fabrics, such as past damage, dye instability, manufacturer cleaning instructions or previous cleaning treatments.
9. Liability and Insurance
The Company holds appropriate insurance for its activities and will, subject to the limitations in these Terms and Conditions, be responsible for loss or damage that is directly caused by its negligence or the negligence of its Technicians while providing the Services.
The Company will not be liable for any loss or damage arising from inaccurate information supplied by the Customer, failure to provide adequate access, unsafe conditions at the Premises, or inherent defects or weaknesses in carpets, upholstery, flooring or other materials.
The Company will not be liable for any indirect or consequential loss, including loss of profits, business interruption, loss of rental income, or any costs arising from delays in re-letting or completing property transactions.
Where damage occurs and is the responsibility of the Company, the Company reserves the right to repair or arrange restoration, or to compensate the Customer by paying the lesser of the cost of repair or the current value of the damaged item, taking into account age, condition and fair wear and tear.
Any claim for damage or unsatisfactory work must be reported to the Company as soon as reasonably practical and in any event within 48 hours of the completion of the Services, together with supporting evidence. The Customer must allow the Company a reasonable opportunity to inspect and, where appropriate, rectify the issue.
10. Customer Property and Safety
The Customer is responsible for securing valuables, cash, jewellery and other high-value items before the Technician arrives. The Company will not be liable for alleged loss of such items that cannot be reasonably substantiated.
The Customer must ensure that children, pets and other occupants are kept at a safe distance from the areas being worked on and any equipment in use. Some cleaning solutions and machinery may pose risks if not handled correctly.
The Company reserves the right to withdraw services if the Technician experiences abusive, threatening or unsafe behaviour at the Premises. In such circumstances, the Customer may still be liable for charges incurred up to that point.
11. Waste Management and Environmental Responsibilities
The Company will comply with applicable waste regulations relating to the disposal of waste water, collected debris and other by-products of the cleaning process. Technicians will not dispose of waste in a manner that contravenes local or national regulations.
Where possible, waste generated during the Services will be disposed of using the Customer’s existing waste and drainage facilities, provided this is lawful and appropriate. The Customer authorises the Company to use sinks, drains or external drains for the discharge of waste water where suitable.
The Customer must inform the Technician of any known drainage issues at the Premises. The Company is not responsible for blockages or flooding arising from pre-existing drainage problems.
The Company seeks to use cleaning products and methods that are effective and responsible. However, some cleaning solutions may not be suitable for individuals with specific allergies or sensitivities. The Customer must notify the Company in advance if there are any such concerns, so that alternative products can be considered where feasible.
12. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing details of the issue and any supporting information. The Company will investigate the matter and may arrange a revisit to inspect or, where appropriate, attempt to rectify the problem.
The Customer must provide the Company with a reasonable opportunity to address concerns before arranging third-party remedial work. The Company will not be liable for costs incurred with other service providers where the Company was not first given a chance to remedy the situation.
13. Privacy and Data Protection
The Company may collect and store personal information such as names, addresses, access instructions and payment details for the purpose of administering bookings, delivering Services and maintaining records.
The Company will take reasonable steps to protect personal data and will not sell or share it with unrelated third parties except where necessary to provide the Services, comply with legal obligations or enforce these Terms and Conditions.
14. Amendments to Terms and Conditions
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. Continued use of the Company’s Services after changes take effect will constitute acceptance of the updated Terms and Conditions.
15. 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 the Services provided by the Company.
By confirming a booking with Roehampton Carpet Cleaning, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
