Thamesmead Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Thamesmead Carpet Cleaners provides professional carpet, upholstery and related cleaning services within its service area in the United Kingdom. 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. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Client means any individual, company or organisation that requests or receives services from Thamesmead Carpet Cleaners.
Company means Thamesmead Carpet Cleaners, the provider of the cleaning services.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning, or any other related cleaning services provided by the Company.
Premises means the property or location where the Services are to be carried out.
Operative means an employee, contractor or representative of the Company carrying out the Services.
2. Scope of Services
The Company provides professional cleaning services to domestic and commercial Clients within its designated service area. All Services are subject to availability and to these Terms and Conditions.
The specific scope of Services, including which items and areas are to be cleaned, will be confirmed at the time of booking. Any additional work requested on the day of service will be subject to the Operative’s discretion, time availability and any additional charges agreed with the Client before commencement.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s accepted communication channels as advised on its main information materials. The Client must provide accurate and complete information, including the type of property, approximate room sizes, number and type of items to be cleaned, access arrangements and any relevant condition issues.
3.2 All bookings are subject to confirmation by the Company. A provisional time or date given before confirmation is not guaranteed and may be adjusted. The Company will take reasonable steps to notify the Client of any changes.
3.3 The Client must ensure that they, or an authorised representative over the age of 18, are present at the Premises at the agreed start and finish times unless otherwise agreed in advance with the Company.
3.4 The Client is responsible for ensuring that the Premises are accessible on the day of service, including any required parking permissions, entry codes or keys. Delays caused by lack of access may result in additional charges or, in some cases, cancellation fees.
4. Estimates and Pricing
4.1 Any prices or quotations given prior to a site visit are estimates based on the information provided by the Client. The Company reserves the right to revise the price if the information supplied by the Client is inaccurate or incomplete, or if the condition of the items or Premises differs significantly from what was described.
4.2 Unless explicitly stated otherwise, all prices are given in pounds sterling and are inclusive of standard labour and use of cleaning products and equipment supplied by the Company. Any additional charges, such as parking fees or congestion charges, will be notified to the Client and may be added to the final invoice.
4.3 The Company may, from time to time, offer promotions or discounts. Such offers are subject to separate terms, may be withdrawn without notice, and cannot normally be combined with other offers.
5. Payments and Invoicing
5.1 Payment for domestic Clients is typically due on completion of the Services, unless otherwise agreed in advance. For certain bookings, including larger or commercial projects, the Company may require a deposit or full prepayment to secure the booking.
5.2 The Company accepts payment by the methods it specifies in its main customer information. The Client must ensure that sufficient funds are available and that the chosen payment method is valid at the time payment is due.
5.3 Commercial Clients may be offered account terms at the Company’s discretion. Where account terms are agreed, payment is due within the time stated on the invoice. If no period is specified, payment shall be due within 14 calendar days of the invoice date.
5.4 The Company reserves the right to charge interest and reasonable administration costs on overdue amounts, in accordance with applicable UK law, until payment is received in full.
6. Cancellations, Rescheduling and Access
6.1 The Client may cancel or reschedule a booking by giving the Company reasonable notice. For standard domestic bookings, at least 24 hours’ notice prior to the scheduled start time is required. For larger or commercial bookings, the minimum notice period will be agreed at the time of booking. Failure to provide sufficient notice may result in a cancellation fee.
6.2 If the Client cancels with less notice than the agreed period, or if the Operative is unable to gain access to the Premises at the scheduled time due to reasons within the Client’s control, the Company reserves the right to charge a fee up to the full value of the booked Services.
6.3 The Company may cancel or reschedule a booking if it is unable to deliver the Services due to circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, illness or equipment failure. In such cases, the Company will offer an alternative date or a refund of any prepayments for Services not yet provided.
7. Client Obligations and Preparation
7.1 The Client is responsible for ensuring that the Premises are reasonably prepared for cleaning. This may include moving small and fragile items, lifting personal belongings from floors and surfaces, and securing valuables and confidential documents.
7.2 Heavy or bulky furniture will not normally be moved by Operatives for health and safety reasons, unless this has been specifically agreed in advance and conditions allow. The Client accepts that cleaning may be limited to accessible areas only.
7.3 The Client must inform the Company in advance of any known hazards, such as loose floor coverings, exposed electrical wiring, fragile fittings, existing damage or areas with restricted structural integrity.
7.4 The Client must also notify the Company of any previous treatments, including do-it-yourself products or specialist finishes applied to carpets or upholstery, as some cleaning solutions may react with certain chemicals or fibres.
8. Service Standards and Limitations
8.1 The Company will exercise reasonable skill and care in the performance of the Services, in line with general industry standards for professional cleaning within the UK.
8.2 The Client acknowledges that results can vary depending on the age, condition and type of fibres, the nature of stains and prior cleaning or maintenance. The Company does not guarantee complete removal of all stains, odours or marks.
8.3 Drying times indicated by the Company are estimates and will depend on factors such as fabric type, humidity, ventilation and temperature at the Premises. The Client is responsible for ensuring adequate ventilation and taking care when walking on damp surfaces.
8.4 The Company may refuse to carry out or continue work that, in its reasonable opinion, would pose a risk to health and safety, cause damage to the Premises or property, or require specialist remediation outside the scope of the booked Services.
9. Liability and Insurance
9.1 The Company maintains appropriate insurance cover for its operations in the UK. Full details of cover can be made available upon reasonable request.
9.2 The Company will not be liable for any pre-existing damage, including but not limited to wear, fading, loose seams, shrinkage, colour loss, delamination, pre-existing stains or damage caused by previous cleaning or treatment methods.
9.3 The Client must report any alleged damage or service issue to the Company as soon as reasonably possible, and in any event within 48 hours of the completion of the Services, to allow a proper inspection and, where appropriate, remedial action.
9.4 To the fullest extent permitted by law, the Company’s total liability arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the value of the specific Service in respect of which the liability arises, or the amount actually paid by the Client for that Service, whichever is lower.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or for any other liability which cannot be excluded under UK law.
10. Waste Handling and Environmental Compliance
10.1 The Company operates in accordance with relevant UK regulations concerning the handling, transport and disposal of waste materials generated during cleaning activities.
10.2 Standard household waste and minor debris resulting directly from the cleaning process will be gathered appropriately on site. Where applicable, the Client is responsible for disposing of such waste using their regular household or commercial refuse arrangements, unless a specific waste removal service has been agreed.
10.3 The Company does not normally remove large quantities of waste, hazardous materials, clinical waste or items such as asbestos, chemical residues or sharp objects. If such materials are discovered at the Premises, the Operative may suspend work and inform the Client. Specialist disposal services may be required at the Client’s cost.
10.4 Any liquid waste generated by cleaning equipment will be managed in a manner consistent with local water and environmental regulations. The Client agrees not to request or require the Company to dispose of waste in contravention of applicable UK or local waste rules.
11. Health, Safety and Access
11.1 The Company is committed to maintaining safe working practices. The Client must cooperate with reasonable health and safety requests from Operatives, including keeping children and pets away from cables, machinery, cleaning solutions and damp surfaces.
11.2 The Client must ensure that the Premises are adequately lit and that basic utilities, including electricity and water, are available for the duration of the visit, unless otherwise agreed in advance.
11.3 The Company reserves the right to withdraw its Operatives from any Premises where they feel unsafe, threatened or subject to abuse. In such circumstances, the Client may be liable for the full cost of the booked Services.
12. Complaints and Returns
12.1 The Company aims to provide a high standard of service. If the Client is dissatisfied, they should contact the Company promptly with details of the issue.
12.2 Where a complaint is found to be justified, the Company may, at its discretion, offer to re-clean the affected area or provide an appropriate reduction or credit. Any remedial visit will be arranged at a mutually convenient time.
12.3 The Client agrees to give the Company a reasonable opportunity to investigate and rectify any complaint before taking further action.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data provided by the Client for the purpose of administering bookings, delivering Services and handling payments and communications.
13.2 The Company will handle such data in accordance with applicable UK data protection legislation and will take reasonable steps to keep personal information secure and up to date.
14. Variations to Terms
14.1 The Company reserves the right to revise these Terms and Conditions from time to time. Any updated version will apply to new bookings from the date on which it is issued.
14.2 The Terms and Conditions in force at the time of the Client’s booking will generally apply to that booking, unless changes are required by law or regulation in which case the Company may apply such changes immediately.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or with the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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.
By proceeding with a booking or permitting the Company to commence work at the Premises, the Client confirms that they have read, understood and agree to these Terms and Conditions.
