Terms And Conditions
Richmond Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Richmond Carpet Cleaners provides professional cleaning services to residential and commercial customers. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means any individual, company, or organisation that books or receives services from Richmond Carpet Cleaners.
Company, we, us, or our means Richmond Carpet Cleaners.
Services means carpet cleaning and any related or additional cleaning services provided by the Company, including upholstery cleaning, rug cleaning and other floor care, as agreed at the time of booking.
Premises means the property, building or area where the Services are to be provided.
Operative means any employee, contractor or representative engaged by the Company to deliver the Services.
2. Scope of Services
The Company will provide carpet and related cleaning services as agreed during the booking process. The scope of work, including the specific areas to be cleaned, the type of treatment and any additional services, will be confirmed verbally or in writing.
The Company reserves the right to decline or amend a booking where the condition of the carpets, access to the Premises or other factors make it unsafe, impractical or unsuitable to carry out the Services as initially requested.
3. Booking Process
Bookings may be made by the Customer through our enquiry and booking channels. The Customer is responsible for providing accurate and complete information, including address, access details, parking information, property type and the approximate size and condition of the areas to be cleaned.
A booking is only considered confirmed once the Company has accepted it and, where required, received a booking deposit or written confirmation from the Customer. Provisional appointments that have not been confirmed may be released without notice.
The Company may request photographs or additional information about the Premises to provide a more accurate estimate and to determine whether any specialist equipment or additional time is required.
4. Estimates and Pricing
Prices are usually provided as an estimate based on the information supplied by the Customer. If, upon arrival, the Operatives find that the Premises differ significantly in size, condition or accessibility, the Company may revise the price accordingly before commencing work.
Unless otherwise stated, all prices are exclusive of any congestion, parking or access charges, which will be payable by the Customer where applicable.
Any promotional offers or discounts will be subject to specific terms and may be withdrawn or amended at any time. Only one discount or promotion may be applied per booking, unless explicitly agreed otherwise.
5. Access, Parking and Customer Obligations
The Customer must provide safe and reasonable access to the Premises on the agreed date and time. This includes arranging keys, access codes, gate entry or concierge permissions where required.
The Customer is responsible for ensuring that suitable parking is available for the Operatives within a reasonable distance of the Premises. Any parking charges or penalties incurred as a direct result of the cleaning visit will be added to the Customer's bill.
The Customer must remove fragile, breakable or valuable items from the areas to be cleaned and secure any items that may be damaged by moisture or cleaning products. Furniture may be moved by the Operatives where it is safe and practical to do so, but the Customer should move particularly heavy, delicate or valuable furniture in advance.
The Customer must notify the Company in advance of any known risks, hazards or sensitivities, including damaged flooring, loose fittings, unstable furniture, alarm systems and any allergies or sensitivities to cleaning products.
6. Health, Safety and Site Conditions
The Company operates in accordance with applicable health and safety regulations. Operatives must not be exposed to unsafe conditions, including, without limitation, exposed wiring, structural damage, infestation, hazardous materials or threatening behaviour.
If, in the reasonable opinion of the Operatives, the Premises are unsafe or unsuitable for the provision of the Services, they may refuse to carry out or continue the work. In such circumstances, a call-out or cancellation charge may apply.
7. Payments and Invoicing
Unless otherwise agreed in writing, payment is due in full on completion of the Services on the day of the visit. The acceptable methods of payment will be communicated at the time of booking.
For commercial customers or larger projects, the Company may issue invoices with agreed payment terms. Payment terms will be stated on the invoice, and time for payment shall be of the essence.
The Company reserves the right to request a deposit or full prepayment to secure a booking, particularly for larger or specialist jobs. Deposits may be non-refundable where specified at the time of booking, subject to applicable cancellation terms.
Where payment is not made on the due date, the Company may charge interest on the overdue amount and recover any reasonable costs of collection, including administrative costs and legal fees.
8. Cancellations, Rescheduling and Access Failures
The Customer may cancel or reschedule a booking by giving reasonable notice. The Company may specify a minimum notice period, typically at least 24 to 48 hours, depending on the nature of the booking.
Cancellations or rescheduling requests made with less than the required notice may incur a cancellation fee. This fee may be up to the full value of the scheduled Services, particularly where the Company is unlikely to be able to fill the appointment slot.
If the Operatives attend the Premises at the agreed time but are unable to gain access, or if the Customer fails to provide accurate access instructions, the visit may be treated as a late cancellation and a call-out charge may apply.
The Company reserves the right to cancel or reschedule an appointment due to circumstances beyond its reasonable control, including severe weather, illness, equipment failure or transport disruption. In such cases, the Company will offer an alternative appointment date and time as soon as reasonably practicable.
9. Service Standards and Limitations
The Company will perform the Services with reasonable care and skill, using appropriate equipment and cleaning solutions suitable for typical carpet and upholstery materials.
While we aim to achieve high cleaning standards, the outcome will depend on the condition, age, fibre type and staining of the carpets or fabrics. The Company does not guarantee the removal of all stains, odours, or marks, particularly where they are permanent, have been treated previously with unsuitable products, or have caused irreversible damage.
Drying times may vary depending on ventilation, temperature and fabric type. The Customer is responsible for ensuring adequate ventilation and for keeping children, pets and vulnerable individuals away from damp areas until they are dry and safe to walk on.
10. Customer Inspection and Complaints
Where possible, the Customer should inspect the work on completion while the Operatives are still on site. Any immediate concerns should be raised at this time so that we can address them promptly.
If the Customer is not present, they should notify the Company of any issue within a reasonable period after the visit. The Company will investigate complaints and may, at its discretion, arrange a revisit to rectify any shortfall in service where justified.
Complaints should be specific and supported by relevant details, including the date of service and the areas affected. The Company is not responsible for issues reported after an unreasonable delay, where further use of the Premises may have altered the condition of the carpets or upholstery.
11. Damage, Liability and Insurance
The Company holds appropriate insurance cover for public liability and, where applicable, for its Operatives. Copies of insurance details may be made available on reasonable request.
The Company will take reasonable care to prevent damage to the Premises and contents. However, the Customer should be aware that certain existing conditions, such as worn fabrics, loose seams, sun damage or pre-existing stains, may be aggravated by cleaning.
The Company shall not be liable for any pre-existing damage, wear, discolouration or defects that become more visible after cleaning, nor for shrinkage or colour changes that arise due to the inherent characteristics of the material or the way it was originally manufactured, installed or maintained.
To the fullest extent permitted by law, the Company shall not be liable for loss of profit, loss of business, interruption of business, or any indirect or consequential loss arising out of or in connection with the Services.
The Company's total liability for any claim arising from a single event or series of related events shall not exceed the price paid or payable for the Services giving rise to the claim, except where otherwise required by law.
12. Waste Handling and Environmental Regulations
The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable environmental and waste management regulations.
Ordinary waste arising directly from the cleaning process, such as used cleaning solutions, cloths and protective coverings, will be managed responsibly. Where specialist or hazardous waste is encountered at the Premises, the Company may refuse to handle it and may recommend that the Customer engages a licensed waste contractor.
The Customer is responsible for informing the Company of any known contamination, hazardous substances or regulated materials present at the Premises before the start of the work. The Company may adjust its methods, use additional safety measures, or decline to proceed where the risk is deemed unacceptable.
13. Customer Property and Personal Belongings
The Customer is advised to secure or remove personal belongings, valuables and delicate items from the areas to be cleaned. The Company will not be liable for any loss or damage to items that were not reasonably visible or were left in a position of unnecessary risk.
Where furniture or items must be moved to enable cleaning, the Operatives will take reasonable care. However, the Company may decline to move particularly heavy, fragile or high-value items and will not be responsible for any damage that arises from the inherent fragility or poor condition of such items.
14. Use of Customer Utilities
The Company may require access to electricity and water at the Premises to perform the Services. The Customer agrees to provide access to these utilities free of charge for the duration of the visit.
Where the required utilities are not available or are unsafe to use, the Company may not be able to carry out the Services. In such circumstances, a call-out charge may apply.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, power outages, accidents, public transport disruption, civil disturbances or regulatory restrictions.
16. Privacy and Data Protection
The Company will collect and process personal information from the Customer only as necessary to manage bookings, provide Services, handle payments and communicate regarding appointments or service issues.
Customer information will be handled in accordance with applicable data protection laws. The Company will take reasonable steps to keep personal data secure and will not sell or share it with unrelated third parties, except where required by law or where necessary to deliver the Services.
17. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or the way we operate. The latest version will apply to all new bookings and to any ongoing Services where the Customer has been notified of the changes.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
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 the provision of the Services.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.
20. Entire Agreement
These Terms and Conditions, together with any written confirmation or agreement relating to a specific booking, constitute the entire agreement between the Customer and the Company in relation to the Services. No other terms, representations or understandings shall have any effect unless expressly agreed in writing by the Company.
