Carpet Cleaners Lambeth Service Terms

These Terms and Conditions set out the basis on which Carpet Cleaners Lambeth provides professional carpet and related cleaning services to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means any individual, business, or organisation that requests or receives services from Carpet Cleaners Lambeth.

Company, we, or us means Carpet Cleaners Lambeth, the provider of the cleaning services.

Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain removal, or related cleaning work carried out by the Company.

Premises means the property, address, or location where the Services are to be carried out.

Booking means a request for Services that has been accepted and confirmed by the Company.

2. Scope of Services

2.1 The Company provides professional carpet and related cleaning services within Lambeth and the surrounding areas. The exact scope of Services for each Booking will be agreed at the time of confirmation, based on the Customer's requirements and the information provided.

2.2 The Company reserves the right to refuse or withdraw Services where it reasonably considers that the Premises or conditions present a health or safety risk to its operatives or where the requested work is beyond the scope of the Company’s usual services.

2.3 Any descriptions, estimates, or recommendations provided prior to a Booking are based on the information supplied by the Customer and are not binding until confirmed in writing or in a booking confirmation.

3. Booking Process

3.1 Bookings may be made through our online enquiry form or by other communication methods that we make available from time to time.

3.2 When requesting a Booking, the Customer must provide accurate and complete information, including the address of the Premises, type and size of areas or items to be cleaned, access arrangements, and any particular requirements or concerns such as heavy staining, pet odours, or existing damage.

3.3 A Booking will be deemed confirmed only when the Company has provided explicit confirmation, which may be in the form of a written message or other clear acknowledgement, and where applicable, when any required deposit has been received.

3.4 The Company may require an on-site assessment for larger or more complex jobs before confirming a final quotation or scope of Services.

3.5 The Customer is responsible for ensuring that someone with authority to grant access is present at the Premises at the agreed time or that suitable access arrangements have been agreed in advance.

4. Prices and Quotations

4.1 Prices are generally based on the type, size, and condition of the carpets or other items to be cleaned, together with access and parking conditions at the Premises.

4.2 Any quotation given prior to an inspection is an estimate only and may be subject to change if the actual condition or size differs significantly from the information originally supplied.

4.3 Where applicable, the Company will notify the Customer of any change in price before commencing work. If the Customer does not agree to the revised price, the Company reserves the right to cancel the Booking, subject to any applicable cancellation or call-out fees.

4.4 All prices are stated in pounds sterling and, unless otherwise specified, are exclusive of any applicable taxes or charges that may be imposed by law.

5. Payments

5.1 Payment terms will be communicated to the Customer at the time of Booking. Unless otherwise agreed, payment is due in full on completion of the Services for residential Customers and within an agreed period for commercial Customers.

5.2 The Company accepts a range of payment methods, which may include bank transfer, card payment, or other cashless options as made available by the Company. The available options will be confirmed at the time of Booking or prior to completion of the Services.

5.3 The Company does not accept responsibility for any bank or card charges incurred by the Customer when making payment.

5.4 In the event of late payment, the Company reserves the right to charge interest on the overdue amount at a reasonable rate and to recover any reasonable costs incurred in pursuing the debt.

5.5 The Company may require a deposit or full prepayment for certain Bookings, including but not limited to large projects, out-of-hours work, or repeat non-payment cases. Any deposit requirements will be explained before the Booking is confirmed.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by providing reasonable notice to the Company. The minimum notice period required will be communicated at the time of Booking.

6.2 If the Customer cancels a Booking with less than the required notice period, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover administrative and scheduling costs.

6.3 If the Customer is not present at the Premises at the agreed time, fails to provide access, or the Premises are not in a suitable state for work to commence, this may be treated as a late cancellation and a fee may be charged.

6.4 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 severe weather, transport disruption, staff illness, equipment failure, or unsafe conditions at the Premises. In such cases, the Company will make reasonable efforts to notify the Customer and offer an alternative appointment.

6.5 Any deposits or prepayments will be handled in accordance with the cancellation terms communicated at the time of Booking. Where the Company cancels a Booking without fault on the part of the Customer, any prepayments for unperformed Services will normally be refunded.

7. Customer Obligations

7.1 The Customer must ensure that the Premises are safe, accessible, and fit for the provision of the Services. This includes ensuring that running water, electricity, and adequate lighting are available where reasonably required.

7.2 The Customer is responsible for moving fragile items, valuables, and small furniture, unless otherwise agreed. The Company may assist with the moving of light furniture where safe to do so, but this is at the discretion of the operative.

7.3 The Customer must inform the Company in advance of any known hazards, fragile flooring, loose carpets, or pre-existing damage. Any limitations on the use of certain cleaning solutions or machinery should be clearly stated before work begins.

7.4 The Customer is responsible for ensuring that pets and children are safely kept away from the work area during and immediately after the cleaning process, until carpets and other surfaces are fully dry and safe to walk on.

8. Service Standards and Limitations

8.1 The Company aims to provide Services with reasonable care and skill, in line with professional standards for carpet and upholstery cleaning.

8.2 While the Company will use appropriate cleaning methods and products, it cannot guarantee the complete removal of all stains, odours, or marks, particularly where they are old, set, caused by strong dyes, or involve permanent damage to fibres.

8.3 Drying times may vary depending on carpet type, ventilation, temperature, and humidity. The Company will provide general guidance, but cannot be held responsible for extended drying times or related inconvenience.

8.4 The Company is not responsible for any wear, discolouration, pile shading, shrinkage, or other changes that are due to the age, condition, or inherent defects of the carpet or fabric, or that were not reasonably apparent prior to cleaning.

9. Liability and Insurance

9.1 The Company holds appropriate liability insurance for its operations and will, where applicable, seek to rectify any damage directly caused by its negligence during the performance of the Services.

9.2 The Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable by the Customer for the specific Booking in question, except where such limitation is not permitted by law.

9.3 The Company shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of enjoyment, or loss of opportunity.

9.4 The Company is not responsible for any pre-existing damage, staining, wear, or defects, nor for damage arising from the Customer’s failure to follow advice or instructions regarding preparation, use, or aftercare.

9.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.

10. Waste Handling and Regulations

10.1 The Company will handle and dispose of waste arising directly from its cleaning activities in a manner that complies with relevant waste management and environmental regulations.

10.2 The Services do not generally include the removal of large quantities of household waste, building rubble, or hazardous materials. Where such materials are present at the Premises, the Company may refuse to proceed or may require them to be removed or made safe before work can commence.

10.3 Any waste water, extracted residues, or disposable materials generated during the cleaning process will be managed in accordance with good practice, and the Company will avoid any unlawful discharges into drains or the environment.

10.4 The Customer must not request or require the Company to dispose of waste in any way that would breach applicable environmental or waste disposal laws. The Company reserves the right to refuse such requests and may terminate the Booking if compliance is not possible.

11. Complaints and Claims

11.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible, and no later than a reasonable period after completion, so that the Company has the opportunity to investigate and, where appropriate, rectify the issue.

11.2 The Customer should provide details of the concern, together with any supporting information, such as photographs or a description of the affected area.

11.3 Where a complaint is upheld, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy, taking into account the circumstances and any contributing factors.

12. Data and Privacy

12.1 The Company will collect and use personal information provided by the Customer solely for the purposes of managing Bookings, delivering Services, processing payments, and handling communications and complaints.

12.2 The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary to perform the Services, to process payments, or where required by law.

13. Changes to Terms and Conditions

13.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the way in which the Services are delivered.

13.2 The applicable version of the Terms and Conditions will be the version in force at the time the Booking is confirmed. Where significant changes are made, the Company may notify existing Customers where reasonably practicable.

14. Governing Law and Jurisdiction

14.1 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.

14.2 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.

15. General Provisions

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

15.2 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.

15.3 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 agreements, understandings, or arrangements, whether written or oral.