Carpet Cleaners Swiss Cottage Service Terms and Conditions

These Terms and Conditions set out the basis on which Carpet Cleaners Swiss Cottage provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual or organisation requesting and paying for the services.

Company means Carpet Cleaners Swiss Cottage, the provider of the services.

Services means carpet, rug, upholstery and other cleaning services, and any related services agreed between the Company and the Customer.

Premises means the property or location where the services are to be carried out.

Technician means any employee, contractor or representative of the Company who carries out the services.

2. Scope of Services

The Company provides professional carpet, rug and upholstery cleaning, along with related cleaning services as agreed at the time of booking. The exact scope of work, including the areas, items and methods to be treated, will be confirmed during the booking process or on arrival at the premises before work begins.

All services are subject to availability and the Company reserves the right to decline any booking if it is not reasonably practicable or safe to undertake the requested work.

3. Booking Process

Customers may request services by contacting the Company and providing accurate details of the premises, the items to be cleaned and any relevant access information. The Company will then provide a quotation or an estimate based on the information supplied.

Bookings are only confirmed when the Company has issued a confirmation, which may include a scheduled date and time window for the visit. In some cases, a deposit may be required to secure the booking. If a deposit is required, the booking will not be confirmed until the deposit has been received by the Company.

The Customer is responsible for ensuring that all details provided at the time of booking are accurate and complete. Any changes to the booking, such as alterations to the scope of work, must be communicated to the Company as early as possible and may result in a revised quotation or a change to the scheduled time.

4. Access to the Premises

The Customer must ensure that the Technician has safe and reasonable access to the premises at the agreed time. This includes arranging necessary parking and providing accurate access instructions. Any parking charges, congestion charges or similar costs reasonably incurred by the Technician in order to carry out the services may be added to the Customer’s invoice.

If the Technician is unable to gain access to the premises at the scheduled time, or if access is significantly delayed due to circumstances within the Customer’s control, the Company reserves the right to charge a call-out fee or treat the visit as a last-minute cancellation.

5. Customer Responsibilities

The Customer must remove small items, personal belongings and fragile objects from the areas to be cleaned prior to the Technician’s arrival, unless otherwise agreed. While the Technician may assist with light furniture movement where safe and practical, this is at the Technician’s discretion and the Company does not undertake to move heavy, delicate or valuable items.

The Customer must notify the Company in advance of any known risks or issues that may affect the services, including but not limited to pre-existing stains, damage, wear, loose fittings, fragile fabrics, or any health and safety concerns such as hazardous materials.

The Customer must ensure that electricity and running water are available at the premises for the duration of the services, unless alternative arrangements have been specifically agreed.

6. Pricing, Quotations and Estimates

Prices are generally based on the type and size of the areas or items to be cleaned, the condition of the carpets or upholstery, and the methods required. Quotations provided by the Company are valid for a limited time, which will be indicated at the time of issue, and may be subject to change if the information originally provided by the Customer was incomplete or inaccurate.

If, on arrival, the Technician finds that the scope of work differs materially from that described at the time of booking, the Company may revise the price accordingly. In such cases, the Customer will be informed before any work is carried out. If the Customer does not agree to the revised price, the Company reserves the right to cancel the service and may charge a call-out fee to cover time and travel costs.

7. Payments and Invoicing

Unless otherwise agreed in writing, payment is due immediately upon completion of the services. The Company accepts common forms of payment as advised at the time of booking, which may include card payments, bank transfers or other methods.

For commercial clients or ongoing contracts, the Company may issue invoices with agreed payment terms. Where such terms apply, payment must be made within the specified period from the invoice date. The Company reserves the right to charge interest and reasonable debt recovery costs on late payments in accordance with applicable UK legislation.

The Customer is responsible for ensuring that payment details are accurate and that sufficient funds are available. The Company may withhold provision of services or decline further bookings where previous invoices remain unpaid.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice to the Company. To avoid cancellation charges, the Customer must usually provide at least 24 hours notice prior to the scheduled appointment time. The specific notice period and any applicable fees will be explained at the time of booking and may vary depending on the nature of the service.

If the Customer cancels or reschedules the booking with less than the required notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the scheduled service, particularly where the Technician has already been dispatched or significant preparation work has been undertaken.

The Company may cancel or reschedule a booking where necessary due to staff illness, equipment failure, severe weather, access issues outside the Company’s control or other circumstances beyond reasonable control. In such cases, the Company will notify the Customer as soon as practicable and will offer a new appointment time. The Company will not be liable for any losses arising from such cancellations or rescheduling, other than refunding any deposits paid for the affected appointment if the Customer does not wish to reschedule.

9. Service Standards and Limitations

The Company aims to deliver services with reasonable care and skill in accordance with industry standards for professional carpet and upholstery cleaning. However, the Customer acknowledges that results can vary depending on the age, type and condition of materials, prior treatments, cleaning history and the nature of stains or soiling.

The Company does not guarantee that all stains, marks or odours can be removed completely, and will not be liable for any loss or disappointment where a stain or odour proves permanent or only partially treatable.

Drying times vary according to ventilation, temperature, humidity and the type of fabric or carpet. Any drying time given by the Technician is an estimate only and not a guarantee.

10. Damage, Liability and Insurance

The Company will take reasonable care when providing the services to avoid damage to the Customer’s property. The Company maintains appropriate liability insurance in line with its business activities.

If the Customer believes that damage has been caused by the Technician, the Customer must notify the Company in writing as soon as reasonably possible, and in any event no later than 48 hours after completion of the services. The Customer must provide details of the alleged damage and allow the Company a reasonable opportunity to inspect the affected area or item.

The Company’s liability for any loss or damage arising from the provision of the services shall be limited to the lesser of the cost of repairing the damage, the replacement cost of the item, or the total price paid by the Customer for the services in question. The Company will not be liable for pre-existing damage, fair wear and tear, or any damage resulting from undisclosed risks, loose fittings, defective materials or improper installation of carpets, rugs or upholstery.

The Company will not be liable for any indirect, consequential or purely economic loss, including loss of profit, business interruption or loss of opportunity, whether arising in contract, tort or otherwise, except where such exclusion is not permitted by law.

11. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety for both Customers and Technicians. Technicians may refuse to carry out work where conditions at the premises are unsafe, unhygienic or present an unacceptable risk to health and safety. In such cases, the Company reserves the right to treat the visit as a cancellation by the Customer and may charge an appropriate fee.

The Customer must not abuse, threaten or behave inappropriately towards any Technician or representative of the Company. The Company may suspend or terminate services immediately where unacceptable behaviour occurs, and may take further action where necessary.

12. Waste Handling and Environmental Regulations

The Company will handle waste water and cleaning residues arising from the services in line with relevant UK environmental and waste regulations. Technicians will, wherever practicable, dispose of waste water via appropriate drainage systems at the premises, such as designated sinks or drains, and will avoid discharging waste in a manner that may cause environmental harm.

Chemicals and cleaning agents are selected and used with regard to safety and environmental standards. Safety data sheets for products used in the course of services are available on request. Customers must inform the Technician of any specific site restrictions or drainage limitations at the premises before services commence.

Where the service generates waste that cannot be disposed of via normal drainage or refuse systems at the premises, special disposal arrangements may be required. Any associated costs will be discussed with the Customer and may be added to the final invoice.

13. Complaints and Service Issues

If the Customer is not satisfied with any aspect of the services, they should contact the Company as soon as possible, and in any event within 48 hours of completion. The Company may request photographs or further information and may offer to revisit the premises to inspect the work and, where appropriate, to carry out reasonable remedial action.

Complaints raised outside the specified time frame may be more difficult to investigate and may limit the options available for resolution. The existence of a complaint does not entitle the Customer to withhold payment for services rendered, except where agreed in writing by the Company.

14. Privacy and Data Protection

The Company will collect and process personal data such as names, addresses and service details in order to manage bookings, provide services and handle payments. Personal data will be handled in accordance with applicable UK data protection laws and used only for legitimate business purposes, including service delivery, invoicing and customer support.

The Company may retain records of services provided for a reasonable period for accounting, legal and operational reasons. Customers may request details of the personal data held about them and may ask for corrections where information is inaccurate, subject to legal and regulatory requirements.

15. Variations to Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices or service offerings. Updated terms will be published or otherwise made available to Customers. The version in force at the time of booking will generally apply to that particular service, unless a change in law requires immediate application of new terms.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of 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 their subject matter, save that if the Customer is a consumer residing elsewhere in the United Kingdom, they may be entitled to bring proceedings in their local courts under applicable consumer protection laws.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, such provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any written quotation, booking confirmation or service agreement issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the services and supersede any previous understandings or arrangements, whether oral or written.

By confirming a booking and allowing the Technician to commence work, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.