Terms And Conditions
Ilford Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Ilford Carpet Cleaners provides professional carpet, upholstery, rug and related cleaning services. 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 shall have the meanings set out below:
1.1 Client means the individual, business, landlord, tenant, agent or other party who requests and pays for the services provided by Ilford Carpet Cleaners.
1.2 Company, we, us or our means Ilford Carpet Cleaners, the cleaning service provider.
1.3 Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, end of tenancy carpet cleans and any other related services supplied by the Company as agreed with the Client.
1.4 Premises means the residential or commercial property, building or area where the Services are to be provided.
1.5 Booking means a confirmed request by the Client for the Company to deliver Services at a specified time, date and location.
1.6 Technician means any employee, contractor or representative of the Company who carries out the Services.
2. Scope of Services
2.1 The Company provides professional cleaning services primarily focused on carpets, rugs and upholstery, together with any additional or associated services agreed in writing between the Company and the Client.
2.2 The exact description, extent and limitations of the Services will be discussed with the Client at the time of booking and may be confirmed in writing where appropriate.
2.3 The Company reserves the right to refuse or discontinue any Service where conditions at the Premises are deemed unsafe, unsuitable or where access is restricted.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s chosen communication methods. A Booking is only considered confirmed when the Client has accepted these Terms and Conditions and the Company has acknowledged the Booking.
3.2 The Client must provide accurate information at the time of Booking, including the size and type of areas to be cleaned, the condition of fabrics and carpets, parking information and any known stains, damage or special requirements.
3.3 Estimated prices and cleaning times are based on the information provided by the Client. If, upon arrival at the Premises, the Technician finds that the information was incomplete or inaccurate, the Company reserves the right to amend the price or scope of work before proceeding.
3.4 The Client must ensure that an adult authorised to grant access and approve the work is present at the Premises at the start and completion of the Service, unless otherwise agreed in advance.
4. Access and Parking
4.1 The Client is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes ensuring that entry to the property, stairs, lifts and corridors are available and suitable for the Technician and equipment.
4.2 The Client shall arrange suitable parking for the Company’s vehicle where required. Any parking fees, permits or penalties incurred due to lack of information or arrangements by the Client may be added to the final invoice.
4.3 If the Technician is unable to gain access to the Premises at the agreed time for reasons beyond the Company’s control, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy.
5. Client Responsibilities
5.1 The Client shall remove or secure fragile items, valuables and personal belongings from areas where the Services are to be carried out. The Company will not be liable for damage to items left in the cleaning areas that could reasonably have been removed.
5.2 The Client is responsible for ensuring that electricity and a water supply are available on the Premises for the duration of the Service. Where this is not available and has not been notified in advance, the Company may cancel or reschedule the work and apply corresponding charges.
5.3 The Client must inform the Company of any known hazards, pre-existing damage, loose fittings, unstable furniture or other conditions that may affect the performance or safety of the Services.
5.4 The Client shall ensure that children, pets and other occupants are kept away from the work areas during and immediately after the cleaning process, particularly while carpets and upholstery are damp.
6. Prices and Payment Terms
6.1 All prices are provided in advance based on the information supplied by the Client. The Company reserves the right to revise the price where the actual condition or extent of the work differs from that described at the time of Booking.
6.2 Prices may be quoted as a fixed fee, a rate per room, per item or per square metre, or as otherwise communicated to the Client.
6.3 Unless stated otherwise, all prices are exclusive of any applicable taxes which will be added to the invoice at the prevailing rate where required by law.
6.4 Payment is due on completion of the Services on the day of the visit, unless a different arrangement has been agreed in writing in advance. The Company accepts various forms of payment, which will be communicated to the Client during the Booking process.
6.5 For commercial Clients or agency agreements, the Company may issue invoices with specified payment terms. Late payments may incur interest or reasonable administration charges as permitted by law.
7. Deposits
7.1 The Company may request a deposit at the time of Booking, particularly for larger jobs, end of tenancy work or commercial contracts.
7.2 Deposits are generally non-refundable in the event of cancellation by the Client unless otherwise specified in these Terms and Conditions or required by law.
7.3 The deposit amount will be deducted from the final invoice payable by the Client.
8. Cancellations and Rescheduling
8.1 If the Client wishes to cancel or reschedule a Booking, the Client must notify the Company as early as possible.
8.2 Cancellations made with sufficient notice, as specified by the Company at the time of Booking, may be made without additional charge. 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 quoted price.
8.3 If the Technician is unable to carry out the work due to lack of access, lack of utilities, hazardous conditions or other circumstances within the Client’s control, this may be treated as a late cancellation and a fee may be charged.
8.4 The Company reserves the right to cancel or reschedule a Booking in the event of circumstances beyond its reasonable control, including but not limited to extreme weather, equipment failure, sickness of staff or transport disruption. In such cases, the Company will offer an alternative date and time as soon as reasonably possible.
9. Service Standards and Limitations
9.1 The Company aims to provide Services to a professional standard, using appropriate cleaning methods and products suitable for the materials being treated.
9.2 While the Company will make reasonable efforts to remove stains and marks, it cannot guarantee complete removal of all stains, particularly those that are permanent, set, caused by dyes or have already been treated with unsuitable products.
9.3 Some stains, odours or wear in carpets and upholstery may be impossible to remove fully without risk of damage. In such cases, the Technician will use their professional judgment and may advise against further treatment.
9.4 Normal wear and tear, fading, sun damage, pre-existing deterioration or defects in carpets and upholstery may become more apparent after cleaning. The Company is not responsible for highlighting or exposing such existing issues.
9.5 Drying times for carpets and fabrics will vary depending on ventilation, temperature, humidity and material type. The Company is not responsible for longer drying times where environmental conditions are beyond its control.
10. Damage and Liability
10.1 The Company will exercise reasonable care when providing the Services. If damage is caused by the negligence of the Company or its Technicians, the Company will, at its option, repair the damage, pay for the repair or provide reasonable compensation.
10.2 The Company’s total liability in respect of any loss or damage arising out of or in connection with the Services shall be limited to the value of the specific Service provided on the date of the incident, except where such limitation is not permitted by law.
10.3 The Company shall not be liable for loss or damage arising from inaccurate information provided by the Client, hidden defects, wear and tear, weak or unstable structures, loosely fitted items, existing damage or inappropriate installation.
10.4 The Company is not liable for indirect or consequential loss, including but not limited to loss of profits, loss of business, loss of opportunity or loss of enjoyment.
10.5 Any claim for damage or dissatisfaction with the Service must be reported to the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work, to allow inspection and, where appropriate, remedial action.
11. Insurance
11.1 The Company maintains appropriate insurance cover as required for the nature of its cleaning activities.
11.2 Evidence of insurance may be made available to Clients upon reasonable request.
12. Waste Handling and Environmental Compliance
12.1 The Company will handle and dispose of waste and used cleaning solutions in accordance with applicable environmental and waste regulations.
12.2 The Client must inform the Company in advance if any contaminated materials, hazardous substances or unusual waste is present at the Premises that may affect the Services.
12.3 The Company will not remove large quantities of general household or commercial waste as part of standard cleaning services, unless this has been specifically agreed beforehand.
12.4 Where the Company is required to remove waste from the Premises, it will do so in a lawful and responsible manner and may charge additional fees for transport and disposal.
13. Health and Safety
13.1 The Company operates in accordance with relevant health and safety legislation and aims to ensure a safe working environment for its Technicians and Clients.
13.2 The Client agrees not to interfere with or misuse any equipment or materials used by the Technician and to follow any reasonable instructions given for safety reasons.
13.3 The Company reserves the right to withdraw its Technicians from the Premises where it is believed that their safety is at risk, and may treat the Booking as cancelled by the Client if the situation is within the Client’s control.
14. Complaints and Service Issues
14.1 If the Client is dissatisfied with any aspect of the Service, they must notify the Company promptly so that the issue can be investigated.
14.2 Where a complaint is considered justified, the Company may, at its discretion, re-clean the affected area, offer a partial refund, or propose another appropriate remedy.
14.3 The Company’s obligation to remedy any complaint may be limited where the Client has failed to follow aftercare instructions or has allowed heavy use of recently cleaned areas before they have fully dried.
15. Personal Data and Confidentiality
15.1 The Company will collect and process personal information from Clients as necessary to manage Bookings, provide Services and administer accounts in accordance with applicable data protection laws.
15.2 The Company will take reasonable steps to keep Client information secure and will not sell or share personal data with unrelated third parties except where required for the performance of the Services, for legal reasons or with the Client’s consent.
16. Changes to Terms and Conditions
16.1 The Company may update or amend these Terms and Conditions from time to time. Any revised terms will be made available to Clients and will apply to new Bookings made after the date of publication.
16.2 Continued use of the Services after any changes to these Terms and Conditions constitutes acceptance of the revised terms.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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 and Conditions or the provision of the Services.
18. Severability
18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be treated as deleted and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written quotation or confirmation of Booking provided by the Company, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior agreements, understandings or arrangements.
20. Contact and Communication
20.1 All communications between the Client and the Company regarding Bookings, changes, complaints or other matters should be made through the contact channels specified by the Company.
20.2 The Client is responsible for ensuring that their contact details are correct and up to date, and for checking any messages relating to their Booking or the Services.
