Dulwich Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Dulwich Carpet Cleaners provides carpet, upholstery 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.
If you do not agree with any part of these terms, you should not proceed with a booking or use our services.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below.
Client means the person, firm or company requesting or receiving services from Dulwich Carpet Cleaners.
Company means Dulwich Carpet Cleaners or any authorised representative or operative acting on its behalf.
Services means carpet cleaning, rug cleaning, upholstery cleaning, hard floor cleaning, stain removal, end of tenancy cleaning and any other services provided by the Company from time to time.
Premises means the property or location where the Services are to be carried out.
Operative means any employee, contractor or subcontractor engaged by the Company to undertake the Services.
2. Scope of Services
The Company will provide the Services as agreed with the Client at the time of booking. The specific type, scope and estimated duration of the work will be confirmed before the commencement of the Services, based on the information provided by the Client.
All Services are subject to availability and may vary depending on the condition of the items or areas to be cleaned, access to the Premises and any special requirements specified by the Client.
The Company reserves the right to refuse or discontinue Services if, in its reasonable opinion, the Premises or circumstances present a risk to health and safety, or where access is restricted or unsuitable.
3. Booking Process
Bookings may be made by the Client through the Company’s authorised booking channels. At the time of booking, the Client must provide accurate information regarding the Premises, the items to be cleaned, parking availability and any other material circumstances that may affect the Services.
The Company may request additional information or clarification to ensure an accurate quotation and proper allocation of time and resources. Failure to provide correct or complete information may result in additional charges, longer service times or an inability to complete the Services in full.
All bookings are subject to confirmation by the Company. A booking is deemed confirmed only when the Company has issued a booking confirmation and, where applicable, received any required deposit or prepayment.
The Client must ensure that an authorised person is present at the Premises at the agreed time to provide access, discuss any specific requirements and review the work on completion.
4. Pricing and Quotations
Prices are generally provided based on information supplied by the Client, including the size and number of rooms or items, the level of soiling, access conditions and any special treatment requested.
All quotations are estimates and may be subject to adjustment on site where the actual condition, size or complexity differs from that described at the time of booking. In such cases, the Company will inform the Client of any changes to the price before proceeding with the Services, wherever reasonably practicable.
Prices may be based on a minimum charge or minimum call-out fee. Any such minimum charges will be communicated to the Client at the time of booking.
Any additional services requested on the day, and not included in the original quotation, will be chargeable at the prevailing rates. The Client will be informed of the cost prior to the commencement of any additional work.
5. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services.
The Company may accept payment by cash, card or other approved methods. The available payment methods may vary and will be communicated to the Client at the time of booking or at the Premises.
For commercial Clients or larger projects, the Company may require a deposit, part payment or full advance payment. Any such requirement will be notified in advance.
If payment is not received on the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in the collection of such sums. The Company may also suspend or withhold further Services until all outstanding payments have been settled.
6. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing notice to the Company through an authorised communication channel.
Where the Client provides at least 24 hours notice prior to the scheduled start time, the Company will not normally levy a cancellation charge. For cancellations or rescheduling with less than 24 hours notice, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the booked Services.
If the Operative attends the Premises at the agreed time and is unable to gain access, or if the Client fails to attend or to provide entry, this may be treated as a late cancellation and a fee may be charged.
The Company reserves the right to cancel or reschedule a booking in the event of unforeseen circumstances, including but not limited to staff illness, severe weather, equipment failure or situations affecting safety or access. The Company will seek to notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling.
7. Client Obligations
The Client is responsible for ensuring that the Premises are accessible and safe for the Operative, and that adequate lighting, power and hot water are available where required.
The Client must remove fragile items, valuables and personal belongings from the areas to be cleaned prior to the arrival of the Operative. The Company will not be responsible for any damage to or loss of items left in the work area that could reasonably have been removed by the Client.
The Client should notify the Company in advance of any known defects, damage, wear, or special conditions relating to carpets, rugs, upholstery or flooring, including weak seams, loose fittings, colour instability, water sensitivity, infestation or previous treatments.
The Client must ensure that children, pets and other occupants are kept away from equipment, chemicals and treated areas during and immediately after the Services, in line with any safety instructions provided by the Operative.
8. Service Limitations and Results
The Company will use reasonable skill and care in delivering the Services and will employ appropriate methods and products based on professional judgment.
However, the Company does not guarantee that all stains, odours, marks or damage can be completely removed or remedied. The outcome of cleaning depends on factors such as the age and type of fibres, previous cleaning attempts, the nature of the stain and the length of time it has been present.
The Client acknowledges that certain stains and damage may be permanent and that aggressive treatment may risk further deterioration. The Company will not be liable for any loss arising where the Client has requested particular treatments against the advice of the Operative.
Drying times may vary and are affected by ventilation, humidity and temperature. The Company cannot be held responsible for delays in drying times beyond what is reasonable for the conditions.
9. Damage and Liability
The Company will take all reasonable precautions to prevent damage to the Premises and contents while performing the Services. If accidental damage is caused by the negligence of the Company or its Operatives, the Company will, at its discretion, repair the damage, arrange a replacement or offer fair compensation.
The Client must report any alleged damage or issues as soon as reasonably possible and no later than 48 hours after completion of the Services. The Client should provide evidence and allow the Company reasonable access to inspect and investigate the matter.
The Company shall not be liable for any pre-existing damage, wear, defects, fading, discolouration or deterioration that becomes more visible as a result of cleaning, or for damage arising from circumstances not disclosed to the Company at the time of booking or before the start of the work.
To the fullest extent permitted by law, the Company shall not be liable for loss of profits, loss of business, loss of use, loss of data or any indirect or consequential loss arising out of or in connection with the provision of the Services or these Terms and Conditions.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud or any other liability which cannot lawfully be excluded.
10. Waste Handling and Environmental Regulations
The Company will handle waste and residues generated during the Services in accordance with applicable environmental and waste regulations. This may include the responsible disposal of extracted soiling, packaging and consumables.
Where the Services generate substantial waste, such as during end of tenancy cleans or refurbishment cleans, the Client may be responsible for arranging suitable waste collection or disposal facilities, unless otherwise agreed in writing.
The Company will not remove household refuse, construction debris, hazardous or regulated waste, including but not limited to sharp objects, chemicals, asbestos, paint, solvents, contaminated materials or clinical waste. If such materials are encountered, the Operative may suspend or limit the Services in the affected area for safety reasons.
The Client agrees not to request or require the Company to dispose of waste in a manner that is unlawful or inconsistent with environmental regulations or local authority requirements.
11. Health and Safety
The Company operates in accordance with relevant health and safety standards. The Operatives are instructed to follow safe working practices when using machinery, cleaning products and equipment.
The Client must inform the Company of any health and safety risks relating to the Premises, including but not limited to slippery surfaces, faulty electrical installations, restricted access points, alarms, pets with behavioural issues or any other hazards that could affect the safe delivery of the Services.
The Client should comply with any safety advice given by the Operative, including recommendations to avoid using treated areas until fully dry or to ventilate rooms to aid drying.
12. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as possible, and in any event within 48 hours of completion.
The Company will investigate the complaint and, where appropriate, may offer to re-attend the Premises to inspect the work and attempt to remedy any genuine shortcomings in the Services.
The Company’s obligation will be limited to re-performing the relevant part of the Services or offering a reasonable adjustment or refund where a fault is clearly attributable to the Company. This does not affect any statutory rights that the Client may have.
13. Force Majeure
The Company shall not be liable for any delay in or failure to perform the Services where such delay or failure is due to circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, strikes, civil unrest, power outages, equipment failure not caused by the Company’s negligence, or other events of a similar nature.
In such circumstances, the Company may suspend the Services and will seek to rearrange the appointment with the Client as soon as reasonably practicable.
14. Privacy and Data
The Company may collect and process personal information about the Client for the purposes of managing bookings, delivering Services, handling payments and dealing with enquiries and complaints.
The Company will take reasonable steps to protect personal data and will not sell or disclose it to third parties except where necessary for the provision of the Services, for legal or regulatory purposes, or with the Client’s consent.
15. Changes to Terms and Conditions
The Company may amend these Terms and Conditions from time to time to reflect changes in law, best practice, operational requirements or service offerings. The updated Terms and Conditions will apply to all new bookings from the date of publication.
For ongoing arrangements, the Company will provide notice of any material changes where reasonably practicable. Continued use of the Services following such notice will constitute acceptance of the updated 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 Services, shall be governed by and construed in accordance with the laws of England and Wales.
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.
17. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Client in relation to the Services, and supersede any prior understandings, agreements or representations, whether oral or written.
No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company.
