Plumstead Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Plumstead Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By making a booking, requesting a quotation, or allowing our operatives to start work, you agree to be bound by these Terms and Conditions.
If you do not agree to any part of these Terms and Conditions, you should not proceed with your booking or permit our services to be carried out.
1. Definitions
In these Terms and Conditions, the following definitions apply.
Client means the individual, company or organisation that requests or receives services from Plumstead Carpet Cleaners.
Company means Plumstead Carpet Cleaners, including its owners, employees, contractors and authorised representatives.
Services means any carpet cleaning, rug cleaning, upholstery cleaning, hard floor cleaning, stain treatment, end of tenancy cleaning, or any other related services provided by the Company.
Premises means the property or area where the Services are to be carried out.
Booking means an agreed appointment for the Company to provide Services at the Premises.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and other surfaces as agreed with the Client at the time of booking. The specific scope of work will be determined by the quotation or confirmation provided to the Client. Any additional work requested on the day of service is subject to the availability of operatives, suitable time, and any additional charge that may apply.
All Services are carried out using methods and products the Company reasonably considers appropriate for the materials and conditions present at the Premises. The Company does not guarantee the removal of all stains, odours or marks, particularly where such issues are permanent, have set over time, or have been treated previously with unsuitable products.
3. Booking Process
Bookings may be requested by the Client through the Company’s accepted communication channels. The Company will confirm the Booking date, approximate arrival time and estimated cost where possible. A Booking is not considered accepted until it has been confirmed by the Company.
The Client is responsible for providing accurate information regarding the size and number of rooms or items to be cleaned, access arrangements, parking availability, and any special requirements or conditions at the Premises. Quotations are based on the information provided by the Client and may be revised if the actual work required differs from the information supplied.
The Company reserves the right to decline or cancel any Booking at its discretion, including but not limited to safety concerns, inaccessibility of the Premises, or unreasonable expectations that cannot be met by professional cleaning methods.
4. Access and Client Responsibilities
The Client must ensure that the Premises are accessible at the agreed time of the Booking. This includes arranging access to the property, ensuring that adequate lighting and water supply are available, and providing reasonable access to electrical sockets where needed.
The Client is responsible for moving small and fragile items, valuables, and personal belongings out of areas to be cleaned. Larger items of furniture will be moved only where it is safe and practical for the Company’s operatives to do so and may be subject to additional charges where significant time or effort is required.
The Client must inform the Company of any known issues that may affect the provision of the Services, including but not limited to loose carpets, pre-existing damage, weak flooring, unstable furniture, electrical hazards, or allergies and sensitivities to cleaning products.
5. Pricing and Quotations
All prices are provided in pounds sterling and, unless stated otherwise, are exclusive of any applicable taxes that may be imposed by law. Quotations may be given as fixed prices based on information supplied by the Client, or as estimates subject to confirmation on site.
The Company reserves the right to amend a quotation if the information provided by the Client is inaccurate or incomplete, or if the condition or size of the area or items to be cleaned differs significantly from what was described. In such cases, the Company will advise the Client of any changes to pricing before commencing or continuing with the Services where practicable.
From time to time, the Company may offer promotions or discounts. Any such offers are subject to their specific terms and may be withdrawn at any time without notice. Only one promotional discount may be applied to a Booking unless the Company expressly agrees otherwise.
6. Payments and Invoicing
Payment terms will be confirmed at the time of Booking. Unless agreed otherwise in writing, payment is due immediately upon completion of the Services. The Company accepts commonly used methods of payment as may be specified during the Booking process.
For commercial Clients or larger jobs, the Company may issue an invoice with specified payment terms. Failure to pay in accordance with the agreed terms may result in additional charges, including reasonable costs incurred in recovering overdue amounts and, where applicable, interest at the maximum rate permitted by law.
The Client is responsible for ensuring that the person present at the Premises has authority to approve the completed work and to make payment on the Client’s behalf where relevant. Any disputes regarding charges must be communicated to the Company promptly and in any event within seven days of the date of service.
7. Cancellations, Rescheduling and Late Access
The Client may cancel or reschedule a Booking by providing reasonable notice to the Company. The minimum notice period will be advised at the time of Booking. The Company reserves the right to apply a cancellation or rescheduling fee if insufficient notice is given, if the Company attends the Premises but is unable to gain access, or if the Client fails to attend at the agreed time to allow the Services to proceed.
Where a cancellation fee applies, it will typically reflect the time reserved for the Booking and any costs incurred by the Company in preparation for providing the Services. The Company may waive or reduce any such fee at its sole discretion.
If the Company needs to cancel or reschedule a Booking due to circumstances beyond its reasonable control, such as extreme weather, vehicle breakdown, staff illness or emergencies, it will notify the Client as soon as reasonably possible and offer an alternative appointment time. The Company will not be liable for any loss arising from such cancellation or rescheduling, but any advance payments for Services not provided will be refunded or applied to a future Booking.
8. Service Quality and Complaints
The Company aims to deliver Services using reasonable care and skill. If the Client is dissatisfied with any aspect of the work, the Client should notify the Company as soon as possible, and in any event within 48 hours of completion, clearly outlining the concern.
Where a complaint is accepted as valid, the Company may, at its discretion, re-clean the relevant areas, provide a partial refund, or offer a credit towards future Services. The extent of any remedy offered will depend on the nature of the issue, the condition of the surfaces prior to cleaning, and the reasonableness of the Client’s expectations.
Complaints raised outside the stated timeframe may not be eligible for re-cleaning or other remedies, as the condition of the surfaces may have changed or further soiling may have occurred after the Service was completed.
9. Limitations of Liability
While the Company takes reasonable care in providing the Services, the Client acknowledges that there are inherent risks associated with cleaning processes. The Company will not be liable for any damage or loss arising from pre-existing conditions, wear and tear, weak or defective fibres or materials, or the use of unsuitable cleaning products by third parties prior to the Company’s visit.
The Client must inform the Company of any particularly delicate, fragile, or valuable items or materials before cleaning commences. The Company reserves the right to decline to clean items or areas it considers too fragile or risky.
To the fullest extent permitted by law, the Company’s total liability for any loss or damage arising from the Services, whether in contract, tort or otherwise, shall be limited to the lesser of the price paid for the specific Service giving rise to the claim or the direct cost of repairing or replacing the damaged item, taking into account fair wear and tear and depreciation.
The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of goodwill, whether arising from negligence, breach of contract or otherwise, even if foreseeable.
10. Health, Safety and Environmental Matters
The Company operates with regard to applicable health and safety regulations. Operatives are required to use equipment and products in line with supplied instructions and industry practice. The Client agrees not to request any action that may compromise health and safety standards. If operatives reasonably consider that conditions at the Premises pose a risk to health or safety, they may suspend or refuse to carry out the Services until the risk is remedied.
The Client is responsible for keeping children, pets, and vulnerable persons away from work areas, equipment, cables, and cleaning products during and immediately after the Service as necessary. Some surfaces may remain damp or slippery for a period of time after cleaning; the Client must take appropriate precautions to prevent slips or falls.
11. Waste Management and Regulations
During the provision of Services, the Company may generate waste water, used cleaning solutions, packaging, and other non-hazardous waste. The Company will handle such waste in accordance with relevant UK environmental and waste management regulations.
Where possible and appropriate, waste water from cleaning processes will be disposed of via the Client’s designated drainage system, provided this is lawful and does not breach local regulations. The Client agrees to permit reasonable use of such facilities for this purpose. The Company will not dispose of waste in a manner that could cause blockages, contamination, or damage to the Client’s property or public infrastructure.
If any waste generated during the Services is classified as controlled or special waste under UK law, the Company will arrange for appropriate handling and disposal through authorised channels. Additional charges may apply where specialist disposal is required, and such charges will be communicated to the Client where reasonably practicable.
The Client must not request or require the Company to dispose of waste in a way that contravenes any applicable regulations. The Company reserves the right to refuse to remove or handle any substances or materials that may be hazardous or fall outside the normal scope of carpet and upholstery cleaning services.
12. Property Damage and Insurance
The Company will take reasonable steps to protect the Client’s property and belongings while providing the Services. The Client should report any alleged damage believed to have been caused by the Company’s operatives as soon as it is discovered and in any event within 24 hours of completion of the Services, providing clear details and, where possible, photographic evidence.
The Company maintains appropriate insurance cover in respect of its operations, subject to the terms and exclusions of the relevant policy. Any claim may be referred to the insurer, and the Client may be required to cooperate with any reasonable investigation. The Company will not be liable for damage resulting from inaccurate information supplied by the Client or from the Client’s failure to disclose known risks.
13. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, flooding, fire, accidents, industrial disputes, utility failures, public transport disruption, or acts of government or public authorities.
In such circumstances, the Company will use reasonable endeavours to notify the Client as soon as practicable and to rearrange the Booking for a mutually convenient time.
14. Privacy and Data Protection
The Company may collect and process personal information about the Client for the purpose of managing Bookings, delivering Services, and handling payments and enquiries. The Company will handle such information in accordance with applicable UK data protection laws and only use it for legitimate business purposes.
The Client has the right to request access to personal information held by the Company and to request correction of any inaccuracies. The Company will retain personal data only for as long as necessary to fulfil the purposes for which it was collected and to comply with legal obligations.
15. Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s services. Any revised Terms and Conditions will apply to new Bookings from the date they are published or otherwise communicated to the Client. For existing Bookings, the version in force at the time of the Client’s Booking will generally apply, unless a change in law requires immediate modification.
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 their subject matter or formation.
17. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be severed to the 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 or confirmation issued by the Company, constitute the entire agreement between the Client and the Company in relation to the Services. The Client acknowledges that they have not relied on any statement, promise or representation not expressly set out in these documents.
By proceeding with a Booking or allowing the Services to commence, the Client confirms acceptance of these Terms and Conditions.
