Carpet Cleaners E2 Terms and Conditions
These Terms and Conditions set out the basis on which Carpet Cleaners E2 provides professional carpet, rug, upholstery and related cleaning services to residential and commercial customers. By making a booking, you agree that these Terms and Conditions will apply to all services supplied to you. Please read them carefully before placing an order.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
1.1 Client, you or your means the person, company or organisation booking or receiving the services.
1.2 Company, we, us or our means Carpet Cleaners E2, the cleaning service provider.
1.3 Services means any carpet, rug, upholstery, mattress, curtain or other cleaning services or treatments provided by us, including any ancillary services such as stain protection, deodorising or disinfection.
1.4 Premises means the property or properties where the services are to be carried out.
1.5 Booking means a confirmed appointment for services accepted by the company.
1.6 Technician means any cleaner, operative or contractor engaged by the company to carry out the services.
2. Scope of Services
2.1 We provide professional carpet and upholstery cleaning and associated services within our designated service areas. Availability of particular services may vary depending on location, access and the condition of the items or surfaces to be cleaned.
2.2 The exact services to be provided will be confirmed at the time of booking, based on the information you give us regarding the type and size of the areas, items and materials to be cleaned.
2.3 We reserve the right to refuse to undertake any work that, in our reasonable opinion, poses a health and safety risk, is unsuitable for our methods or equipment, or would be unlikely to produce a satisfactory result.
3. Booking Process
3.1 Bookings may be made by telephone, online form or other methods made available by us from time to time. A booking is only confirmed when we have accepted your request and provided you with a booking confirmation.
3.2 When making a booking, you must provide accurate and complete information about the premises, access, parking, the items to be cleaned and any known issues such as heavy soiling, stains, odours, pet contamination, water damage or previous treatments.
3.3 You must inform us in advance of any delicate fabrics, unusual materials, loose fittings, pre-existing damage, colour instability or special requirements so that we can determine a suitable cleaning method.
3.4 Any quotation given before inspection of the premises is an estimate only, based on the information you provided. We reserve the right to adjust the price if the information was inaccurate or incomplete, or if the actual work required differs significantly from what was originally described.
3.5 Our technicians may carry out a pre-service inspection at the start of the appointment. Where necessary, we will advise you of any changes to the estimated price or scope before proceeding. If you do not agree to the revised price or scope, you may decline the service, but a call-out or cancellation fee may apply as set out in these Terms and Conditions.
4. Access and Customer Responsibilities
4.1 You are responsible for providing safe and reasonable access to the premises at the agreed appointment time, including any necessary access codes, keys or entry instructions.
4.2 You must ensure that:
a. Water and electricity are available at the premises during the appointment.
b. Sufficient lighting and ventilation are provided for the work to be safely carried out.
c. Parking is available for our vehicle as close as reasonably possible to the premises, and that any required permits or access arrangements are in place.
4.3 Our technicians are not responsible for moving heavy furniture, fragile items, electronic equipment, valuables or personal belongings. You should move such items in advance where necessary to allow proper access to the areas to be cleaned.
4.4 You must ensure that children and pets are kept away from work areas and equipment during and immediately after the service, particularly while carpets and furnishings are still damp and any treatments are curing.
5. Pricing and Payment Terms
5.1 Prices are based on the type of service, the size and condition of the areas or items to be cleaned, and the location of the premises. Any price lists or guides are indicative only and do not constitute a binding offer.
5.2 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive of standard taxes applicable at the time of booking.
5.3 We may require a deposit or full prepayment to secure your booking. Any such requirement will be communicated at the time of booking.
5.4 Unless alternative arrangements have been agreed in advance in writing, payment of the full balance is due immediately upon completion of the services on the day of the appointment.
5.5 Payment may be made by the methods we accept from time to time, which may include cashless options such as card payments or bank transfers. Our technicians are not obliged to accept cash payments.
5.6 In the case of commercial clients or account customers, different payment terms may be agreed in writing. If invoicing is agreed, payment is due within the stated invoice terms. We reserve the right to charge interest and reasonable recovery costs on late payments in accordance with applicable law.
6. Cancellations, Rescheduling and No-Show Policy
6.1 You may cancel or reschedule your booking by giving us adequate notice. The required notice period will be confirmed at the time of booking and may vary depending on the size of the job and our scheduling commitments.
6.2 As a general guideline, cancellation or rescheduling within 24 hours of the scheduled appointment time may incur a cancellation fee of up to the full estimated service price, particularly for larger or peak-time bookings.
6.3 If our technician arrives at the premises at the agreed time and is unable to gain access, or if the service cannot proceed due to circumstances within your control, this may be treated as a late cancellation and a charge may be applied.
6.4 We will use reasonable efforts to attend your booking at the agreed time, but appointment times are approximate and may be affected by traffic, weather, prior jobs overrunning or other unforeseen circumstances. We will endeavour to notify you of any significant delays and to rearrange where necessary.
6.5 In the rare event that we need to cancel or reschedule your booking, we will provide as much notice as reasonably practicable and offer an alternative appointment. We shall not be liable for any indirect losses, loss of income or consequential costs arising from our cancellation or rescheduling.
7. Service Standards and Limitations
7.1 We will provide the services with reasonable skill and care, using appropriate cleaning methods and products suitable for the materials and condition of the items being treated.
7.2 While we will use our professional judgment and best efforts, we cannot guarantee the complete removal of all stains, marks, odours or contamination, or the restoration of items to a brand-new state. The success of cleaning depends on factors such as the age and type of stain, previous attempts at cleaning, the material and overall condition.
7.3 Some stains, wear, fading, pile distortion or damage may only become fully visible after cleaning. We are not responsible for pre-existing issues that could not reasonably be identified during the initial inspection.
7.4 We will seek your consent before applying any specialist treatments or products that differ from the standard process, particularly where there is an increased risk to delicate fabrics or dyes.
7.5 Drying times vary depending on the cleaning method, ventilation, humidity, temperature and the type of fibres. We will provide general guidance, but we do not accept liability for issues caused by use of items before they are fully dry, such as re-soiling, odour or transfer.
8. Customer Inspection and Complaints
8.1 You are encouraged to inspect the work carried out as soon as reasonably possible after completion, ideally while the technician is still present.
8.2 If you are dissatisfied with any aspect of the service, you must inform us promptly and in any event within 48 hours of completion. We will investigate your concerns and, where appropriate, arrange a return visit to assess and, if possible, rectify the issue.
8.3 Our liability in respect of any justified complaint will be limited to carrying out additional work to address the issue, providing a partial refund, or a combination of both, at our discretion and subject to the limitations set out in these Terms and Conditions.
9. Liability and Insurance
9.1 We hold appropriate insurance in respect of public liability and, where applicable, treatment risks. Details of insurance cover are available on request.
9.2 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or any other liability that cannot lawfully be excluded under English law.
9.3 Subject to clause 9.2, our total aggregate liability for any loss or damage arising out of or in connection with the services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable for the specific service giving rise to the claim.
9.4 We shall not be liable for:
a. Any pre-existing damage, defects, wear, discolouration, fading, shrinkage, loose seams, aged fabrics, weakened fibres or structural problems, whether or not apparent before cleaning.
b. Damage arising from inaccurate or incomplete information provided by you, including failure to disclose known issues or previous cleaning or treatment methods.
c. Indirect or consequential loss, including loss of profits, loss of business, loss of opportunity, or any special or punitive damages.
d. Any damage or loss caused by failure to follow our aftercare advice, improper use before items are fully dry, or third-party interference after the service has been completed.
10. Waste Handling and Environmental Practices
10.1 We will handle and dispose of any waste generated during the provision of the services in accordance with applicable waste management and environmental regulations.
10.2 Waste may include extracted dirt and debris, used cleaning solutions, disposable materials such as cloths or pads, and packaging from products used on site.
10.3 We will not remove general household, commercial or bulky waste that is not directly related to the cleaning service. You are responsible for the lawful disposal of such waste.
10.4 Where applicable, we will use cleaning products and processes that take into account environmental impact, subject to the need to ensure effective cleaning and hygiene standards.
11. Health and Safety
11.1 We will carry out our services in a manner consistent with relevant health and safety requirements. Our technicians are trained to use equipment and products safely and to minimise risks to occupants and property.
11.2 You must inform us of any health and safety risks at the premises, such as loose flooring, exposed wiring, hazardous materials, or restricted access areas.
11.3 Certain cleaning products and processes may not be suitable for people with specific allergies, respiratory conditions or sensitivities. You should notify us in advance of any such concerns so that we can assess and, where possible, adapt our methods.
12. Force Majeure
12.1 We shall not be in breach of these Terms and Conditions or liable for any delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control, including but not limited to extreme weather, transport disruptions, accidents, illness, epidemics, strikes or equipment failure.
13. Personal Data and Privacy
13.1 We collect and process personal data such as names, addresses and contact details in order to manage bookings, provide services and handle payments and enquiries.
13.2 We handle personal data in accordance with applicable data protection laws and only retain it for as long as necessary for the purposes for which it was collected or as required by law.
14. Amendments to These Terms
14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that particular service.
14.2 Any substantial changes will be made available on request and, where appropriate, communicated to our regular clients.
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, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 You and we 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 and Conditions or their subject matter.
By confirming a booking with Carpet Cleaners E2, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.
