Tolworth Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Tolworth Carpet Cleaners provides carpet, upholstery, rug and related cleaning services within its service area in the United Kingdom. By making a booking, you agree to be bound by these terms. Please read them carefully before placing an order for services.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, business, landlord, tenant, letting agent, managing agent or other party who books or receives services from Tolworth Carpet Cleaners.
Company means Tolworth Carpet Cleaners, the service provider supplying cleaning services.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy carpet cleaning and any other related services agreed between the Company and the Customer.
Premises means the property or location where the Services are to be carried out.
Agreement means the contract between the Company and the Customer for the provision of Services, comprising these Terms and Conditions and the confirmed booking details.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and similar soft furnishings. The specific Services, including the areas, items and treatment types to be cleaned, will be agreed at the time of booking or as subsequently confirmed in writing.
The Company will carry out the Services with reasonable care and skill and in accordance with industry practices, using suitable cleaning products and equipment for the specified tasks.
The Company does not undertake structural repairs, pest control, electrical work, plumbing or any services not expressly agreed as part of the booking.
3. Booking Process
Bookings can be requested by the Customer by contacting the Company through its usual communication channels. The Customer must provide accurate information regarding the Premises, access details, parking availability, type and approximate size of areas or items to be cleaned, and any known issues such as heavy soiling, stains, pets, odours or water damage.
All bookings are subject to availability and confirmation by the Company. The Agreement is formed only when the Company confirms the booking date, time, service details and any applicable pricing with the Customer.
The Company reserves the right to decline or cancel a booking where the Premises are outside its normal service area, where adequate access or parking cannot be arranged, or where the Customer has previously failed to comply with these Terms and Conditions.
The Customer is responsible for ensuring that an adult is present at the Premises at the agreed time to provide access, review the work if required and authorise any necessary variations to the Services.
4. Access, Parking and Preparation
The Customer must ensure that the Premises are accessible at the agreed start time and for the duration of the visit. This includes providing accurate entry instructions, keys or codes and informing any building management or concierge if required.
The Customer must arrange suitable parking for the Companys vehicle as close to the Premises as reasonably possible. Where pay-and-display, permit, meter or car park charges apply, these may be added to the final invoice or required in cash on the day of service.
Before the Services commence, the Customer should remove small items, breakables, ornaments and personal belongings from the areas to be cleaned and ensure that floors and access routes are reasonably clear. Where heavy furniture needs to be moved, this must be agreed in advance. The Company may refuse to move certain items if it considers this unsafe or likely to cause damage.
5. Customer Obligations
The Customer agrees to provide accurate information at the time of booking and to notify the Company of any changes to the Premises, such as recent renovations, leaks, or newly laid carpets or flooring.
The Customer must disclose any known hazards or risks at the Premises, including loose floorboards, unsecured furniture, electrical issues, alarm systems, pets, or any contamination such as sewage or biohazard risks.
The Customer must ensure that children and pets are kept away from the working areas, equipment and cleaning products for the duration of the visit and until all surfaces are fully dry.
The Customer is responsible for complying with all building rules, lease conditions, landlord requirements and any other third-party obligations relating to the Premises.
6. Pricing and Estimates
Prices are typically based on the type of service, size of the area or number of items to be cleaned, the condition of the carpets or upholstery and the location within the service area. Any prices given in advance are estimates based on the information provided by the Customer.
The Company reserves the right to amend the quoted price if, upon arrival, the Premises or items differ materially from the description provided at the time of booking. This may include larger areas, additional rooms, heavier soiling, extensive staining or access difficulties. In such cases, the Company will inform the Customer before commencing or continuing with the work.
All prices are given in pounds sterling and, unless expressly stated, are exclusive of any applicable taxes or charges that may apply under UK law.
7. Payments and Invoicing
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately on completion of the Services at the Premises.
The Company accepts commonly used payment methods suitable for local UK services, which may include cash, bank transfer or card payments, subject to availability and any applicable processing conditions communicated by the Company.
For business Customers, letting agents, landlords or regular contracts, the Company may agree alternative invoicing and payment arrangements. Invoices are payable within the period stated on the invoice. Late payments may incur interest at the statutory rate permitted under UK law and reasonable administration charges for reminders and recovery efforts.
The Company reserves the right to suspend or withhold further services where previous invoices remain unpaid or where payment has been repeatedly delayed.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing advance notice. The minimum notice period and any applicable fees will be communicated at the time of booking.
Where the Customer cancels or reschedules a confirmed booking with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the quoted price. This is to cover administrative costs and the loss of the reserved time slot.
If the Company arrives at the Premises and is unable to gain access, or if the Customer is not present and has not made suitable arrangements for entry, this may be treated as a late cancellation and a call-out or cancellation fee may apply.
The Company may need to cancel or reschedule a booking due to staff illness, vehicle breakdown, extreme weather, safety concerns or other circumstances beyond its reasonable control. In such cases, the Company will inform the Customer as soon as reasonably possible and offer a new appointment time. The Company will not be liable for any consequential loss arising from such changes.
9. Service Limitations and Results
The Company will use suitable methods and products to achieve the best reasonable cleaning results, taking into account the age, type and condition of the carpets or upholstery and the nature of any stains or soiling.
The Customer acknowledges that certain stains, marks, odours, wear, discolouration and damage may be permanent and cannot be fully removed by cleaning. The Company does not guarantee complete stain removal, full odour elimination or restoration to a like-new condition.
The Customer is responsible for informing the Company of the material type, age, warranty status and any manufacturer or supplier care instructions for the items to be cleaned. The Company may decline to treat items where it considers there is a risk of damage or colour loss.
10. Damage, Liability and Insurance
The Company will take reasonable care when providing the Services. If any damage is caused directly by the negligence of the Company or its personnel, the Customer must notify the Company as soon as reasonably possible and in any event within 48 hours of the completion of the work.
The Companys liability for any proven loss or damage shall be limited, at the Companys option, to either supplying the Services again at no additional cost or paying the reasonable cost of having the Services supplied again by another provider, subject to an overall financial cap not exceeding the total price paid or payable by the Customer for the specific booking in question.
The Company will not be liable for any pre-existing damage, wear, fading, discolouration, loose seams, shrinkage of fabrics or carpets that were not apparent prior to cleaning but become visible afterwards. The Company is not responsible for damage arising from hidden defects, weak fibres, loose dye, previous cleaning or treatments, or failure by the Customer to follow aftercare advice.
The Company will not be liable for indirect or consequential losses, including loss of rent, loss of profit, loss of business or loss of opportunity, arising from the provision or non-provision of the Services, except where such liability cannot be limited or excluded by law.
11. Complaints and Quality Issues
If the Customer is dissatisfied with any aspect of the Services, they must inform the Company as soon as possible, ideally before the operative leaves the Premises or within 48 hours of completion.
The Company may request photographs, a description of the issue or an opportunity to revisit the Premises to inspect the work. Where the Company considers a complaint justified and directly related to the quality of the Services provided, it may, at its discretion, re-clean the affected area or offer a partial refund.
Complaints received outside the stated timeframe may not be accepted where this prevents the Company from reasonably investigating the matter or taking corrective action.
12. Waste Handling and Environmental Regulations
The Company will comply with applicable UK waste and environmental regulations relevant to its Services. Waste water generated during cleaning will be disposed of safely and lawfully, following manufacturer and regulatory guidance and without discharging into inappropriate drains or outdoor areas.
The Customer is responsible for the disposal of any general household waste, furniture, personal items or bulky refuse not generated by the Companys cleaning process. The Company does not operate as a licensed waste carrier for general rubbish removal unless this is specifically agreed and permitted by law.
The Company will use cleaning products and processes in a manner designed to minimise unnecessary environmental impact while still achieving appropriate cleaning results. The Customer should not interfere with or pour additional chemicals into equipment or waste tanks used by the Company.
13. Health and Safety
The Company will take reasonable steps to ensure the health and safety of its staff and the Customer while on the Premises. This includes the safe use of equipment, cables and cleaning solutions.
Freshly cleaned carpets and upholstery may remain damp for a period after treatment. The Customer must exercise care to avoid slips, trips or dye transfer during the drying period, particularly on staircases, hard floors adjacent to damp carpets and high-traffic areas.
The Company may refuse to carry out or continue Services if it identifies conditions at the Premises that present a health or safety risk, including aggressive behaviour, unsafe electrical installations, serious contamination or structural hazards.
14. Data Protection and Privacy
The Company may collect and process personal data relating to the Customer, including contact details, address, service history and payment information, for the purposes of managing bookings, delivering Services, processing payments and handling enquiries or complaints.
The Company will handle personal data in accordance with applicable UK data protection laws and will not sell the Customers personal information to third parties. Information may be shared with service partners or payment processors where necessary to fulfil the Services or legal obligations.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions where such delay or failure results from events beyond its reasonable control. These may include extreme weather, flooding, fire, industrial disputes, epidemics, pandemics, transport disruptions, power cuts or acts of government.
Where a force majeure event occurs, the Company will inform the Customer as soon as reasonably possible and will seek to rearrange the Services once it is safe and practicable to do so.
16. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practices or the way it operates its business. The latest version will apply to any new booking made after the updated Terms and Conditions come into effect.
It is the Customers responsibility to review the current Terms and Conditions prior to making a booking. Continued use of the Services after changes have been notified or made available will constitute acceptance of the updated terms.
17. 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 or formation, 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.
By confirming a booking with Tolworth Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
