Terms and Conditions for Tufnell Park Carpet Cleaners Services
These Terms and Conditions set out the basis on which Tufnell Park Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers within our service area in the United Kingdom. By placing a booking with us, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below:
Customer means the individual, company or organisation booking the services of Tufnell Park Carpet Cleaners.
Company, we, us, our means Tufnell Park Carpet Cleaners.
Services means any carpet cleaning, upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning, or related work provided by the Company.
Property means the premises at which the Services are to be carried out.
Technician means a person engaged by or on behalf of the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its defined operating area in the United Kingdom. The specific Services, including rooms, items, and any additional treatments, will be agreed at the time of booking or during a pre-service assessment where applicable.
The Company reserves the right to decline to provide Services where access is unsafe, the Property is not reasonably clean or unobstructed, or where the requested work falls outside our usual scope or expertise.
3. Booking Process
3.1 Bookings may be made by the Customer through our accepted booking channels. By requesting a booking, the Customer confirms that they are legally capable of entering into a binding contract and that they are either the owner of the Property or have the authority of the owner or occupier to arrange the Services.
3.2 When a booking is requested, the Company will provide a quotation based on the information supplied by the Customer, including the size and type of area, type of carpet or upholstery, level of soiling and accessibility. Quotations are given in good faith but may be revised if the information provided by the Customer is incomplete or inaccurate.
3.3 A booking is only confirmed when the Customer accepts the quotation and the Company confirms the appointment date and time. The Company may, at its discretion, request a deposit or advance payment to secure the booking.
3.4 The Customer is responsible for ensuring that all details in the booking confirmation are correct. Any required changes should be notified to the Company as soon as possible.
4. Access to the Property
4.1 The Customer must ensure that the Technician has safe and reasonable access to the Property at the agreed time. This includes suitable parking or lawful loading access within a reasonable distance where possible.
4.2 The Customer should ensure that the areas to be cleaned are clear of fragile items, small objects, breakables and excessive clutter. The Company is not responsible for moving heavy furniture, electrical items or personal belongings unless this has been expressly agreed in advance.
4.3 If the Technician is unable to gain access to the Property or commence work due to issues beyond our control, the visit may be treated as a late cancellation and a charge may apply as set out in the cancellation section.
5. Customer Obligations and Preparation
5.1 The Customer must inform the Company at the time of booking of any known issues that may affect the performance of the Services, such as severe staining, water damage, delicate fibres, loose fittings, pre-existing damage or any relevant health and safety risks.
5.2 The Customer is responsible for removing valuables and fragile items from the areas to be cleaned. While the Company will take reasonable care, we do not accept liability for items left in or on furniture, carpets or upholstery.
5.3 For certain Services, the Customer may be required to ensure that electricity and water are available at the Property. If utilities are not available and this prevents the Technician from carrying out the work, the Company may treat the booking as a late cancellation.
6. Pricing and Quotations
6.1 All prices are quoted in pounds sterling and, unless stated otherwise, are inclusive of any applicable taxes.
6.2 Quotations are based on average conditions for carpets, rugs and upholstery. Where items are heavily soiled, stained or larger than typical sizes, or where access is significantly restricted, the Company reserves the right to adjust the price after inspection and before commencing the work.
6.3 Any additional work requested by the Customer that was not included in the original quotation will be charged separately and agreed before such work is undertaken.
7. Payments
7.1 Payment terms will be confirmed at the time of booking. Unless agreed otherwise in writing, payment is due in full on completion of the Services at the Property.
7.2 The Company accepts the payment methods advised during the booking process. The Customer must ensure that they have an accepted method of payment available on the day of service.
7.3 For commercial Customers or ongoing contracts, invoices may be issued with specified payment terms. If payment is not received by the due date, the Company reserves the right to charge interest and recovery costs in accordance with applicable UK legislation.
7.4 The Company may require a deposit for certain bookings, such as larger jobs, specialist work or peak times. Any deposit requirements will be notified at the time of booking and are generally non-refundable except where the Company cancels the booking without offering a suitable alternative.
8. Cancellations and Rescheduling
8.1 If the Customer wishes to cancel or reschedule a booking, they must provide as much notice as possible.
8.2 Cancellations or rescheduling made more than 48 hours before the scheduled appointment time will usually be accepted without charge. The Company may at its discretion retain a deposit where significant preparation costs have been incurred.
8.3 Cancellations or rescheduling within 48 hours of the scheduled appointment time may incur a cancellation fee. The cancellation fee will generally be a reasonable proportion of the quoted price to cover the Technician's allocated time and any associated costs.
8.4 If the Technician attends the Property and is unable to gain access, is refused entry or cannot commence work for reasons outside the Company's control, this may be treated as a same-day cancellation and the full or majority service charge may be payable.
8.5 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond our control, including but not limited to staff illness, severe weather, vehicle breakdown or safety concerns. In such cases, we will offer an alternative appointment date and time. If a suitable alternative cannot be agreed, any deposit already paid for that booking will be refunded.
9. Service Standards and Limitations
9.1 The Company will exercise reasonable care and skill in providing the Services. However, certain stains, odours, wear and damage may be permanent and cannot be removed or remedied by cleaning.
9.2 The Company does not guarantee complete removal of all stains or marks, especially where they are caused by substances that have permanently altered fibres or where previous attempts at cleaning have set the stain.
9.3 Drying times for carpets and upholstery will vary depending on fabric type, ventilation, humidity and other environmental factors. While the Technician may provide an estimate, this is not a guarantee. The Customer should ensure adequate ventilation and follow any aftercare advice given.
9.4 The Customer is responsible for taking care while carpets and upholstery are drying. The Company is not liable for slips, trips or colour transfer caused by walking on damp carpets, using rugs or moving furniture onto freshly cleaned areas before they are fully dry.
10. Waste Handling and Environmental Regulations
10.1 The Company will comply with applicable UK regulations relating to the storage, use and disposal of cleaning products and any waste generated in the course of providing the Services.
10.2 Ordinary domestic waste such as vacuumed dust and small debris will be disposed of in accordance with standard practice. For any unusual or hazardous materials encountered at the Property, the Company may refuse to handle such waste and may suspend or adjust the Services until the Customer arranges safe removal by an appropriate specialist.
10.3 The Customer must inform the Company in advance if there are any specific waste or environmental restrictions at the Property, such as limited refuse facilities or special building regulations. The Company will take reasonable steps to comply with such requirements where practicable.
11. Damage and Liability
11.1 The Company will take reasonable care to avoid damaging the Property and its contents. In the unlikely event that damage occurs as a direct result of our negligence, the Customer must inform the Technician as soon as possible and in any event within 48 hours of the completion of the Services.
11.2 The Company's liability for any direct damage to the Customer's Property shall, where permitted by law, be limited to the repair or replacement cost of the item or area that has been damaged, taking into account age, condition and fair wear and tear.
11.3 The Company is not liable for any pre-existing damage, defects, loose fittings, fraying, faded colours, shrinkage risk or wear that becomes more visible or pronounced after cleaning. This includes but is not limited to colour loss, pile shading, seam separation and weakened fibres.
11.4 The Company does not accept liability for any indirect or consequential loss, including loss of profits, loss of enjoyment, or any costs incurred due to delays or rescheduling, except where such limitation is not permitted by law.
11.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law.
12. Complaints and Service Issues
12.1 If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and no later than 48 hours after completion of the work.
12.2 The Company will investigate complaints and, where appropriate, may arrange a revisit to inspect the work and attempt to rectify any justified issues within reasonable limits.
12.3 The Customer must allow the Company an opportunity to address any concerns before arranging third-party remedial work or seeking to withhold payment, except in situations where urgent action is required for safety reasons.
13. Insurance
The Company aims to maintain appropriate insurance cover in respect of its Services in the United Kingdom. Details of relevant insurance may be made available to Customers upon reasonable request.
14. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of government, labour disputes, or interruption of utilities or transport networks.
15. Data and Privacy
The Company will collect and use Customer information only as necessary to manage bookings, provide Services and administer its business. Customer details will be handled in accordance with applicable data protection laws in the United Kingdom.
16. Amendments to Terms and Conditions
The Company reserves the right to 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 specific Service appointment. Customers are encouraged to review the current Terms and Conditions before confirming a booking.
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 provided by the Company, 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 their subject matter.
18. General Provisions
18.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable.
18.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
18.3 These Terms and Conditions form the entire agreement between the Customer and the Company in relation to the Services provided, and supersede any prior discussions, correspondence or understandings.
By proceeding with a booking and allowing the Technician to commence work at the Property, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
