Stockwell Carpet Cleaning Terms and Conditions

These Terms and Conditions govern all carpet and upholstery cleaning services and any related work provided by Stockwell Carpet Cleaning. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, business, or organisation that books or receives services from Stockwell Carpet Cleaning.

Company means Stockwell Carpet Cleaning, the provider of the services.

Services means any carpet, rug, upholstery, hard floor, or related cleaning or stain treatment work carried out by the Company.

Premises means the property or location where the Services are to be performed.

2. Scope of Services

The Company provides professional carpet and upholstery cleaning and related services within its designated service area. The exact service offering may include hot water extraction, low moisture cleaning, stain and odour treatment, rug cleaning, upholstery cleaning, and other associated work as agreed at the time of booking.

The Company reserves the right to refuse to carry out any work that it believes is unsafe, inappropriate for the item or surface, or beyond the scope of normal cleaning standards. Where practical, the Company will suggest an alternative solution or approach.

3. Booking Process

3.1 Bookings may be made by the Client through the Company’s accepted booking methods as advertised from time to time. At the time of booking, the Client must provide accurate details of the Premises, areas or items to be cleaned, access arrangements, and any specific requirements or concerns.

3.2 Quotations are based on the information supplied by the Client. The Company reserves the right to amend the quotation and adjust the price if the information provided is incomplete or inaccurate, or if the actual condition or size of the areas or items to be cleaned differs from the description given.

3.3 All bookings are subject to availability and are not confirmed until the Company has acknowledged acceptance and provided a booking confirmation. The Company may at its discretion request a deposit to secure an appointment.

4. Access to the Premises

4.1 The Client is responsible for ensuring that the Company’s operatives have safe, reasonable, and timely access to the Premises at the agreed appointment time. This includes providing correct address details, access codes if applicable, parking information, and any necessary permissions from building management.

4.2 Where parking fees, congestion charges, or similar costs are incurred in order for the Company to provide the Services, these may be added to the final invoice unless otherwise agreed in advance.

4.3 If the Company is unable to gain access to the Premises at the scheduled time for reasons beyond its control, this may be treated as a late cancellation and the relevant cancellation charges may apply.

5. Client Responsibilities

5.1 The Client must ensure that the areas to be cleaned are reasonably clear of personal belongings, fragile items, and small objects that may obstruct the Services. The Company is not responsible for moving heavy furniture, electrical items, or other large objects unless this has been expressly agreed in advance.

5.2 The Client must notify the Company of any known defects, damage, or risks associated with the Premises or items to be cleaned, including but not limited to loose fittings, damaged flooring, pre-existing stains, colour instability, or previous cleaning treatments.

5.3 The Client is responsible for keeping pets and children away from the work area during and immediately after the cleaning process for safety reasons and to allow items to dry properly.

6. Pricing and Payment

6.1 Prices for Services will either be quoted as a fixed price based on the description provided or calculated on the basis of the size and condition of the area or items to be cleaned. Any additional work requested on the day that was not included in the original quotation may incur extra charges.

6.2 Unless otherwise agreed, payment is due on completion of the Services. The Company accepts payment through the methods it specifies from time to time. The Client agrees to pay all amounts in full and without set-off or deduction.

6.3 In some cases, the Company may require a deposit or full prepayment before attending the Premises. Deposits are applied against the final invoice and may be non-refundable in the event of late cancellation or non-attendance by the Client, in line with the cancellation policy.

6.4 Where payment is not received on the due date, the Company reserves the right to charge interest on any overdue sum at the statutory rate and to recover any reasonable costs of debt collection.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule an appointment by giving the Company reasonable notice. The minimum notice period for cancellation or rescheduling without charge will be communicated by the Company at the time of booking.

7.2 If the Client cancels or reschedules with less than the required notice period, the Company may charge a cancellation fee. This fee may be calculated as a percentage of the quoted price or as a fixed call-out charge, as advised by the Company.

7.3 Where the Company arrives at the Premises and is unable to gain access, or where the Client is not present and has not made arrangements for access, this may be treated as a late cancellation and the full service fee or a call-out charge may be payable.

7.4 The Company reserves the right to cancel or reschedule an appointment in the event of circumstances beyond its reasonable control, including but not limited to severe weather, transport disruptions, staff illness, or safety concerns at the Premises. In such cases, the Company will endeavour to give as much notice as possible and offer an alternative appointment.

8. Service Quality and Limitations

8.1 The Company will perform the Services with reasonable skill and care, using methods and products that are appropriate for the items and surfaces to be cleaned, as far as information has been supplied by the Client.

8.2 While the Company aims to achieve the best possible results, it cannot guarantee the complete removal of all stains, odours, or marks. Results may depend on the age, type, and cause of the staining, prior cleaning attempts, and the material being cleaned.

8.3 Drying times for carpets and upholstery can vary depending on factors such as fabric type, soiling level, ventilation, and ambient temperature. Any drying times quoted are estimates only and are not guaranteed.

8.4 The Client acknowledges that certain pre-existing conditions, such as wear, sun damage, shrinkage, loose seams, delamination, or colour instability, may be revealed or affected by the cleaning process. The Company is not liable for damage where such conditions already existed or were not reasonably apparent prior to cleaning.

9. Liability and Insurance

9.1 The Company maintains appropriate public liability insurance and employer liability insurance as required by law. Details of cover can be made available to the Client upon reasonable request.

9.2 The Company’s total liability to the Client in respect of any loss or damage 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 provided on the relevant occasion, or the level of insurance cover, whichever is lower.

9.3 The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of use, or any costs associated with alternative accommodation or business interruption.

9.4 The Client must report any alleged damage or service issue to the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the Services. The Company reserves the right to inspect and, where appropriate, attempt to rectify any issue. Failure to allow such inspection may limit the Company’s liability.

10. Health, Safety, and Waste Regulations

10.1 The Company will always aim to carry out the Services in a safe and compliant manner in accordance with applicable health and safety requirements. The Client agrees to cooperate with any reasonable safety instructions issued by the Company’s operatives.

10.2 Certain cleaning processes may involve the use of specialist chemicals or equipment. The Client should not walk on or use treated areas until advised it is safe to do so in order to avoid slips, re-soiling, or damage.

10.3 Any waste generated as part of the Services, including extracted soiling, used materials, and empty product containers, will be handled and disposed of by the Company in a responsible manner and in accordance with relevant environmental and waste regulations, where this waste arises from the Company’s activities on site.

10.4 The Company is not responsible for the removal or disposal of general household or commercial waste not arising from the cleaning process. If additional waste removal is requested by the Client, this may be subject to separate charges and compliance with applicable waste management rules.

11. Property Damage and Key Security

11.1 If the Client has arranged for the Company to hold keys or access devices to the Premises, the Company will take reasonable care to protect and use these solely for the purpose of providing the Services. Keys will be stored securely when not in use.

11.2 The Company will not be liable for any loss or damage arising from keys or access devices that have been shared with or given by the Client to other parties, or where the Client has failed to safeguard the security of the Premises.

12. Complaints and Dispute Resolution

12.1 The Company aims to provide a professional and reliable service. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible so that the matter can be investigated.

12.2 Where a complaint relates to the quality of the cleaning work, the Company may offer to revisit the Premises to inspect and, where reasonable, re-clean the relevant areas. Any such revisit will be arranged at the Company’s discretion and within a reasonable timeframe.

12.3 If a dispute cannot be resolved amicably, the parties may consider using an independent mediation service before pursuing any legal remedies, although this is not mandatory.

13. Privacy and Confidentiality

13.1 The Company will handle any personal data provided by the Client in accordance with applicable data protection laws. The Client’s details will be used only for the purpose of administering bookings, delivering the Services, and managing the business relationship.

13.2 The Company will treat any information relating to the Client’s Premises and circumstances as confidential and will not disclose such information to third parties except as required by law or as necessary to provide the Services.

14. Amendments to these Terms

14.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when posted on the Company’s website or otherwise communicated to the Client.

14.2 The version of the Terms and Conditions in force at the time of booking will generally apply to that booking, unless a change is required by law or by a regulatory authority.

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 provided by the Company, 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.

16. General Provisions

16.1 If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid or unenforceable, such provision shall be severed and the remaining provisions shall continue in full force and effect.

16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent any further exercise of that or any other right or remedy.

16.3 These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services, and supersede any prior written or oral statements, representations, or agreements relating to the subject matter.

By making a booking with Stockwell Carpet Cleaning, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.