1.1 In these Terms of Business the following definitions apply:
1.2 Unless the context necessitates otherwise, reference to a singular person include the plural and references to the masculine include the feminine and vice versa.
1.3 The headings contained in these Terms are for convenience only and do not affect their interpretation.
2.1 These Terms and Conditions constitute a contractual legal agreement between the Company and the Client.
2.2 The Client agrees that any use of the Company’s services, including placing an order for services by telephone, email, via the company website or by other electronic means constitutes acceptance by the Client of these Terms and Conditions.
2.3 Unless it has been confirmed in writing by a director of the Company, the Terms and Conditions given here are to prevail over any other terms of business or conditions of purchase proposed by the Client.
2.4 No variation or alteration of these Terms and Conditions shall be accepted as valid unless it is has been confirmed in writing by the owner of the Company.
3.1 The Company reserves the right to amend the initial quotation provided by its representative, should the client’s originally stated requirements change.
3.2 The Client understands all quotes provided electronically or via phone are based on standard size areas and moderate soiling levels. Therefore, the initial quote can change depending on the size of the areas and the soiling on the carpet.
3.3 The Client understands that additional parking and congestion charges may apply to the job fee if the technician attending the appointment incurs such charges.
3.4 All cleaning orders are subject to a £50.00 plus VAT minimum call-out charge. Our minimum call-out charge can vary.
3.5 If the Company operatives need to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 plus VAT charge may be added to the price of the service.
4.1 Full Payment is due on completion of the service in the form of a credit/debit card payment, bank transfer or cash payment.
4.2 A £50.00 deposit is to be paid when booking the service in the form of a credit/debit card payment, bank transfer or cash payment.
4.3 Payment cannot be made by cheque.
4.4 For commercial clients payment is requested within 7 days of invoice. If payment is not made within this period, the account will be passed to CarpetCleanCo Ltd debt collections agency, after which a charge of 15% on top of the initial invoice due will be added to the debt. The Client agrees as part of this contract to pay this charge which represents our reasonable costs in collecting the unpaid Amounts.
4.5 Customers should understand that any late payments may be subject to additional charges if the Company incurs such charges in the event of being required to take legal action to collect late payment for its services. These charges include Debt Collection Agency Fees, Legal Costs, Court Fees and other reasonable costs.
5.1 Refunds will be issued only if the client has cancelled a cleaning visit more than the permitted period (48 hours) prior to the commencement of the work and where payment has been already taken by the Company.
5.2 Refunds will be issued if for any reason a technician fails to attend a cleaning visit for which payment for which has been already collected by the Company.
5.3 Refunds will be issued only after the Company has been permitted to rectify any problems or perceived deficiency in the service it has provided.
6.1 The Company shall not be liable under any circumstances for any loss, damage, delay, additional costs or compensation charge (whether direct, indirect or consequential) suffered or incurred by the Client arising from or any way connected with a late arrival of a technician at the Client’s address. The Company endeavours to arrive promptly and within a clearly stated and agreed timeframe for all booked work, but transportation problems, road conditions, breakdown of our equipment or vehicle issues are beyond our operatives’ control and sometimes results in delays. These unforeseen delays can sometimes necessitate re-scheduling.
6.2 The Company reserves the right to be deemed not responsible for incomplete cleaning services due to the following occurrences: lack of hot water or power, a third party entering or present at the customer’s premises during the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failure to remove old/permanent stains or odours that cannot be removed using standard carpet cleaning methods; existing damage or spillage that cannot be cleaned/removed completely and any accidental damages caused by our technicians if the customer has an unpaid balance owed to the Company.
6.3 The Company shall not be liable under any circumstances for loss, damages, delay, costs or compensation (whether direct, indirect or consequential) which may be incurred by the Client arising from or any way connected with the Company carrying out services for the Client.
6.4 The Company cannot be held liable for cellulosic browning which is caused by age deteriorating carpets, rugs, fabrics and upholstery.
6.5 Any household items or furniture moved by our technicians is at the client’s risk and the company does not accept any liability for any loss or damages.
6.6 While the Company operatives make every effort not to break items, accidents do happen. For this specific reason, the Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away.
6.7 The Company shall not be responsible for damage due to faulty and/or improper installation of any item.
6.8 The Company shall not be liable for the shrinkage of carpets and upholstery as a result of natural fibre carpets being wet cleaned.
6.9 The Company shall not be liable for the shrinkage of carpets and upholstery as a result of poor fitting.
6.10 The Company shall not be liable for carpets and upholstery expanding or ripples forming during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear, weak backing and/or poor fitting.
6.11 The Company shall not be responsible for a poor result in cleaning where this is a result of considerable wear and tear and/or staining to the carpet fibres prior to the service being carried out.
6.12 The Company shall not be liable for any odours arising during and/or after cleaning when this is due to factors such as, lack of ventilation, and/or appropriate heating.
6.13 The Company is not responsible for extended drying times which may cause damage. Carpets and Upholstery drying times vary, therefore clients are advised to increase heating levels and promote airflow (open windows) for at least 24 hours post clean.
6.14 The Company shall not be responsible for damage due to faulty and/or improper installation of any item.
6.15 The Company shall not be held liable for shrinkage in curtains when a ‘recommended cleaning label’ is not present. If the curtains have not been pre-shrunk by the original manufacturers’ we cannot be held liable if shrinkage occurs.
6.16 The Company may record all incoming and outgoing phone conversations for quality control, record keeping and in case of referrals which may arise from subsequent inquiries or investigations.
6.17 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation, as well as legal fees, may incur.
7.1 The Client agrees that due to the nature of the service the Company guarantees only to correct any problems reported within 24 hours of the completion of the service.
7.2 The Company may require entry to the location of the claim within 24 hours to correct the problem.
7.3 If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.
7.4 If the Client instructs a third party to inspect the result from the cleaning then the Company must be notified before completion of the service.
7.5 In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.
7.6 CarpetCleanCo Ltd is not responsible for damages created by our employees. As our contractors, they are responsible for their actions with their insurance. If the complaint is up to 24 hours after the service, the company can contact you with the cleaner and his insurer.
7.7 The Company shall not be responsible for damage due to faulty and/or improper installation of any item.
7.8 Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by the Company and the Insurance Provider(s). Monetary compensation, as well as legal fees, may incur.
7.9 All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by the Company with details of the complaint within 24 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
7.10 Complaints are accepted in writing (letter, email, or Fax). Complaints must be reported on completion or in the following 24-hour.
8.1 All Client complaints about the Company’s services must be received in writing by email.
8.2 In the event of the Client being dissatisfied with the service provided, the Company asks that the Client gives notification as soon as the problem becomes apparent by calling 07311254313. We request that Clients do not wait until the job is complete before raising concerns.
8.3 The Client accepts and understands that poor or deficient standards of service or alleged damage or theft must be reported within 24 hours of their occurrence. Failure to do so within this timeframe will dis-entitle the Client to refunds as the Company will not consider any complaints which are notified once 24 hours has passed since completion of the work.
9.1 The Company will impose a £50.00 cancellation/lockout fee for the cancellation or rescheduling of a booked visit where less than 48 working hours’ notice (working days Monday to Friday) is given for non-contract Clients. The same fee will apply if the technician is unable to gain access to the Client’s home or place of business, through no fault of the Company.
9.2 The contracted Client agrees to pay £50.00 if 1) the Client cancels the service or amends its required date/time less than 48 hours prior to the scheduled appointment; 2) the Client fails to provide access to the site of work thus preventing the Company from executing it.
9.3 The Company will do its best to accommodate changes in dates and times of booked work but requires a minimum of 48 hours’ notice of the requested change. Please note that it is not possible for the Company to guarantee that an individual technician will be available on the new day and at the time the Client requires. All appointments are amended subject to the Company’s existing work schedule.
9.4 The Client agrees that should a cleaning service be cancelled, he/she will not subsequently hire or use any technician introduced to him/her by the Company. If the Client does wish to hire or use the company’s staff in a private capacity, then he/she must pay the Company a referral fee of £1000.00 (one thousand British pounds).
When booking CarpetCleanCo Ltd services by telephone, e-mail, via the Company website or other electronic means, the customer agrees to be bound by the Company’s terms and conditions stated above. The Company reserves the right to make amends to any part of these terms and conditions without prior notice.
These Terms are governed by the laws of England, Wales and Scotland and are subject to the exclusive jurisdiction of the Courts of England, Wales and Scotland.