Streatham Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Streatham Carpet Cleaners provides cleaning services to residential and commercial customers. By making a booking, you agree that you have read, understood and accepted these Terms and Conditions. They apply to all services supplied unless otherwise agreed in writing by us.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, business or organisation booking or receiving the services.
Services means any carpet, rug, upholstery, hard floor or related cleaning service, or other cleaning work, supplied by us to the Customer.
Premises means the property or properties where the Services are to be carried out.
Technician means any cleaner or operative assigned by us to carry out the Services.
We, us and our mean Streatham Carpet Cleaners.
2. Scope of Services
We provide professional cleaning services, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning and related treatments. The specific scope of work for each booking will be confirmed at the time of quotation or booking based on the information supplied by the Customer.
Our Services are available within our defined service area and are subject to the availability of Technicians and equipment. We reserve the right to decline or cancel a booking where the Premises are outside our usual service area or where access or conditions make it impractical or unsafe to perform the work.
3. Booking Process
Bookings may be requested by the Customer via our booking channels as made available from time to time. A booking is considered an offer by the Customer to purchase Services in accordance with these Terms and Conditions. We reserve the right to accept or reject any booking request.
To make a booking, the Customer will be asked to provide accurate details, including name, address of the Premises, contact information, description of items to be cleaned, approximate sizes, type of fibres or materials where known, and any particular concerns such as stains, damage, or heavy soiling.
We may provide an estimate based on the information supplied. All estimates are subject to inspection of the Premises and items to be cleaned on arrival. If the condition, size or access differs from that described, we may adjust the price or scope accordingly. In such cases, we will inform the Customer before work proceeds. If the Customer does not agree to the adjusted price or scope, we may cancel the booking, and any applicable cancellation terms will apply.
A booking is confirmed once we have accepted the request and issued confirmation of the appointment date, time or arrival window, and the agreed pricing basis. We may require a deposit to secure the booking. The Customer is responsible for checking that all details in the confirmation are correct and must notify us of any errors as soon as possible.
4. Customer Responsibilities
The Customer agrees to provide safe and reasonable access to the Premises for our Technicians, including suitable parking where possible, and to ensure that the Premises are in a condition suitable for the Services to be carried out.
The Customer is responsible for:
Ensuring that electricity and running water are available at the Premises for the duration of the visit.
Securing valuables and fragile items and removing small objects, breakables, personal belongings and items obstructing access to the areas to be cleaned.
Informing us in advance of any hazards, health and safety risks, or special requirements, including but not limited to loose flooring, damaged carpets, exposed wiring, alarms, or restricted areas.
Disclosing any previous cleaning treatments, stain removers or products used on the items to be cleaned that might affect the outcome or interact with our cleaning solutions.
We are not responsible for moving heavy furniture, appliances or large items unless this has been agreed in advance. If we do move items at the Customer’s request, we do so at the Customer’s risk.
5. Pricing and Quotations
Prices are generally based on the type and size of items to be cleaned, the condition and level of soiling, accessibility, and the services requested. Any quotation provided before inspection of the Premises is an estimate only.
We may revise the quotation on arrival if the information supplied by the Customer was inaccurate or incomplete, or if the condition of the items or Premises requires additional work, materials or time. We will not commence work at a revised price without the Customer’s agreement.
All prices are provided in the currency stated at the time of booking and are inclusive or exclusive of any applicable taxes as specified in the quotation or confirmation.
6. Payments
Unless otherwise agreed, payment is due on completion of the Services on the day of the visit. We may accept a range of payment methods, which will be communicated at the time of booking or on our documentation. We reserve the right to require full or partial payment in advance for certain bookings.
If the Customer is not present at the Premises at the time of completion, payment must still be made in accordance with the agreed terms. Invoices for commercial or account customers are payable within the payment period shown on the invoice.
We reserve the right to charge interest on overdue amounts at a reasonable rate from the due date until the date of payment in full. The Customer will be responsible for any costs we incur in recovering overdue payments, including reasonable administrative and legal costs.
7. Cancellations, Rescheduling and Missed Appointments
The Customer may cancel or request to reschedule a booking by giving us notice within the time periods specified below. Notice must be given via our usual communication channels.
If the Customer cancels more than 48 hours before the scheduled appointment, any deposit paid may be refundable or transferable at our discretion.
If the Customer cancels less than 48 hours before the scheduled appointment, we reserve the right to retain any deposit paid and to charge a reasonable cancellation fee to cover costs and loss of opportunity.
If our Technician attends the Premises at the scheduled time and is unable to gain access, or the Customer is not present where required, or the Services cannot be carried out due to circumstances within the Customer’s control, this will be treated as a late cancellation and a call-out or cancellation fee may be charged.
We will make reasonable efforts to reschedule a booking at a mutually convenient time where the Customer has given adequate notice. Rescheduled appointments are subject to availability.
We may cancel or reschedule a booking due to circumstances beyond our control, including but not limited to staff illness, vehicle or equipment breakdown, severe weather or safety concerns. In such cases, we will inform the Customer as soon as reasonably practicable and offer a new appointment. Our liability in these circumstances is limited to rescheduling and any deposit refund where appropriate.
8. Access, Parking and Delays
The Customer is responsible for arranging suitable access and, where feasible, parking for our vehicle near the Premises. Any parking charges or congestion charges incurred in relation to the visit may be added to the final invoice.
If access is delayed or restricted due to reasons beyond our control, we may reduce the time available to perform the Services or charge for additional time if we are able to extend the visit, subject to the Customer’s agreement.
9. Service Standards and Limitations
We aim to perform the Services with reasonable care and skill and in accordance with industry practices. However, certain stains, odours, marks or wear may be permanent and cannot be removed by cleaning. We do not guarantee complete removal of all stains or restoration to a like-new condition.
Results may vary depending on the age, fibre type, previous cleaning or treatment, type of stain or soiling, and general condition of the items. Where we believe that treatment may risk damage or colour loss, we will inform the Customer and may recommend against proceeding. If the Customer still instructs us to treat the item, this will be at the Customer’s own risk.
Drying times quoted are approximate and depend on ventilation, temperature, humidity and fibre type. The Customer is responsible for ensuring adequate ventilation and for following any aftercare advice provided by the Technician.
10. Damage, Liability and Insurance
We take reasonable care when providing the Services. If we cause damage to the Premises or items as a direct result of our negligence, we will, at our option, repair the damage, arrange a professional repair, or compensate the Customer for the reasonable cost of repair or replacement taking into account the age, condition and value of the item.
We will not be liable for:
Pre-existing damage, wear, fading, colour loss, weak fibres, loose seams, delamination or defective materials.
Damage or deterioration that results from inherent defects, poor installation, manufacturer faults or inappropriate materials.
Any indirect or consequential loss, including loss of profits, business interruption, loss of opportunity or reputation.
Damage arising where the Customer has failed to disclose relevant information, including previous stain treatments, fragile fibres or existing damage.
Minor marks or scuffs to skirting boards, walls or furniture that may occur while performing the work, provided we have taken reasonable care.
Our total liability for any claim arising out of the Services, whether in contract, tort or otherwise, shall not exceed the price paid or payable for the specific service in respect of which the claim arises, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other matter for which liability cannot lawfully be limited or excluded.
11. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, the Customer must inform us as soon as possible and, in any event, within 48 hours of completion. We may request photographs or the opportunity to re-inspect the work at the Premises.
Where we consider a complaint to be justified, we may, at our discretion, re-clean the affected area, provide a partial refund, or offer another form of reasonable solution. We will not be liable for issues that arise where the Customer has failed to follow aftercare advice or has allowed new soiling, damage or interference after completion of the work.
12. Waste Handling and Environmental Regulations
As part of the cleaning process, some waste water, soiling and used materials may be generated. We comply with relevant environmental and waste regulations when handling, transporting and disposing of any waste produced in the course of the Services.
We will not remove general household waste, bulk rubbish, or items not directly related to the cleaning work unless this has been specifically agreed in advance and may be subject to additional charges. Certain types of waste, including hazardous substances, sharp objects or clinical materials, will not be handled and must be removed by the Customer prior to our visit.
The Customer must not request or require us to dispose of waste in a manner that would breach applicable laws or regulations. Where waste is left on site for the Customer to dispose of, the Customer is responsible for doing so safely and lawfully.
13. Health and Safety
We operate in accordance with applicable health and safety legislation and take reasonable steps to protect our Technicians, Customers and the public. Our Technicians may refuse to carry out or continue work where they consider there to be a risk to health, safety or security, including but not limited to aggressive behaviour, unsafe structures, the presence of hazardous substances or unsanitary conditions beyond normal expectations.
The Customer must ensure that children and pets are kept away from the work area and equipment during and immediately after cleaning, particularly while floors or furnishings remain damp and while cables or machinery are in use.
14. Force Majeure
We will not be liable for any delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of government, power or utility failures, transport disruptions, or industrial disputes not involving our own workforce.
15. Personal Data and Privacy
We collect and use personal data necessary to process bookings, provide Services, manage accounts and handle enquiries. We take reasonable steps to protect personal data and to handle it in accordance with applicable data protection laws. By making a booking, the Customer consents to the use of their information for these purposes. The Customer may contact us to update or correct their details or to request information about how their data is used.
16. Amendments to Terms and Conditions
We may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Updated terms may be made available on our website or supplied on request.
17. 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 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 provided, subject to any rights the Customer may have under applicable consumer protection laws to bring claims in other competent courts.
18. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but this shall not affect the validity and enforceability of the remaining provisions.
No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy. The rights and remedies provided are cumulative and not exclusive of any rights or remedies provided by law.
The Customer may not assign or transfer their rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where reasonably necessary to deliver the Services, provided this does not reduce the level of service or protection afforded to the Customer.
These Terms and Conditions constitute the entire agreement between the Customer and Streatham Carpet Cleaners in relation to the Services, and supersede any prior discussions, agreements or understandings.