Charlton Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Charlton Carpet Cleaners provides carpet, rug, upholstery and related cleaning services to residential and commercial customers. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions and that you are authorised to enter into this agreement.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual, company or organisation that requests and purchases services from Charlton Carpet Cleaners.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain removal, odour treatment and any other related services agreed in writing as part of a booking confirmation.
Premises means the property or location where the services are to be carried out.
Technician means the cleaning technician or operative allocated by Charlton Carpet Cleaners to perform the services.
2. Scope of Services
Charlton Carpet Cleaners provides professional carpet and upholstery cleaning services for domestic homes, rented properties and commercial premises within its operating area. The specific services to be provided will be set out in the booking confirmation, which may include a description of rooms, floor areas, items of upholstery and any additional treatments requested.
All services are delivered using cleaning methods and products selected by Charlton Carpet Cleaners as appropriate for the type and condition of the carpet, rug or upholstery and with regard to manufacturer guidance where available.
3. Booking Process
3.1 Bookings may be requested by the customer through the company’s online or telephone booking channels. A booking is not considered confirmed until Charlton Carpet Cleaners has accepted the request and provided a booking confirmation.
3.2 The customer is responsible for providing accurate information at the time of booking, including the type and approximate size of the areas to be cleaned, the number and type of items of upholstery, the presence of significant staining, pet odours, heavy soiling or other special conditions.
3.3 Charlton Carpet Cleaners reserves the right to adjust the quoted price at the Premises if the information provided at the time of booking was materially inaccurate or incomplete. In such cases, the customer will be informed of the revised price before work commences and may choose whether to proceed.
3.4 Appointments are offered subject to availability. Charlton Carpet Cleaners will use reasonable efforts to attend at the agreed date and time but reserves the right to reschedule appointments due to unforeseen circumstances such as illness, vehicle breakdown, extreme weather or other events outside its reasonable control. In such cases, the customer will be offered the next available suitable appointment.
4. Access to the Premises
4.1 The customer must ensure that the technician is able to gain safe and unobstructed access to the Premises at the agreed time. This includes arranging parking where necessary and ensuring that there is reasonable access to the areas and items to be cleaned.
4.2 If the technician cannot gain access to the Premises or is unable to commence work due to issues within the control of the customer, Charlton Carpet Cleaners may treat the appointment as a late cancellation and apply the applicable charges.
4.3 The customer must ensure that children and pets are supervised and kept away from equipment, cables, cleaning solutions and wet floors during and immediately after the service.
5. Customer Obligations and Preparation
5.1 The customer is responsible for clearing small items, valuables, breakables and personal belongings from the areas to be cleaned before the technician arrives. Where practical, light furniture should be moved by the customer to give reasonable access to the carpets and upholstery.
5.2 Charlton Carpet Cleaners does not undertake to move heavy or fragile furniture, large electrical items, pianos, aquariums, or items that may cause damage if moved. Where furniture remains in place, areas beneath or behind such items may not be cleaned.
5.3 The customer must notify the technician before work starts of any known defects, damage, shrinkage, looseness, wear, fading, previous cleaning treatments or special requirements relating to the carpets or upholstery.
5.4 The customer is requested to ensure that the Premises is adequately heated and ventilated during and after the service to promote drying and to follow all care and safety advice provided by the technician.
6. Pricing and Quotations
6.1 Prices are generally based on room sizes, number of items, level of soiling, access and the type of service requested. Any quotation provided prior to inspection is an estimate only and may be amended following assessment of the actual work required.
6.2 Where a quotation is given following a site visit or sufficient information and measurements have been provided, the quotation will usually be binding unless the conditions at the Premises differ significantly from those stated or reasonably expected.
6.3 All prices are stated in pounds sterling and, where applicable, include value added tax at the prevailing rate unless otherwise indicated.
7. Payments
7.1 Payment is due upon completion of the service unless agreed otherwise in writing in advance. Charlton Carpet Cleaners accepts commonly used payment methods, which may include card payments and bank transfers in accordance with its current payment policy.
7.2 For certain bookings, such as larger commercial jobs or work scheduled over multiple days, Charlton Carpet Cleaners may require a deposit or part payment in advance. Any such requirement will be communicated at the time of booking.
7.3 Where credit terms have been agreed in writing for commercial customers, payment is due within the stated period from the date of invoice. Charlton Carpet Cleaners reserves the right to charge interest and reasonable administration costs on overdue amounts.
7.4 The customer is not entitled to withhold payment due to minor issues that do not amount to a material breach of contract, or where Charlton Carpet Cleaners has offered to rectify any reasonable concerns in accordance with these Terms and Conditions.
8. Cancellations and Rescheduling
8.1 The customer may cancel or reschedule a booking by giving reasonable notice before the scheduled appointment time. Charlton Carpet Cleaners may specify minimum notice periods and any applicable fees in its current cancellation policy.
8.2 Where a customer cancels or significantly changes a booking on the day of service, or fails to provide access when the technician arrives, Charlton Carpet Cleaners reserves the right to apply a late cancellation charge to cover travel time, administrative costs and reserved time slots.
8.3 If a deposit has been taken and the customer cancels without sufficient notice, part or all of the deposit may be retained to cover incurred costs and lost opportunities. Any such arrangements will be communicated at the time of booking.
8.4 Charlton Carpet Cleaners reserves the right to cancel or reschedule a booking by providing as much notice as reasonably possible. Where a pre-payment has been made and Charlton Carpet Cleaners cancels without providing a suitable alternative appointment, any such pre-payment will be refunded.
9. Service Quality, Stains and Limitations
9.1 Charlton Carpet Cleaners aims to deliver services with reasonable care and skill and in accordance with industry standards for carpet and upholstery cleaning.
9.2 While every effort will be made to remove or reduce stains, odours and marks, no guarantee can be given that all staining can be removed. Certain substances may cause permanent discolouration or damage that cleaning cannot reverse, and some stains may become more visible after cleaning due to the removal of surrounding soil.
9.3 The process of cleaning may sometimes reveal pre-existing issues such as wear, shading, sun damage, seam separation, loose joins, shrinkage, backing weakness or hidden stains. Charlton Carpet Cleaners is not responsible for such pre-existing conditions, nor for any damage arising from them where reasonable care has been taken.
9.4 Drying times can vary depending on carpet type, environmental conditions, ventilation and the level of soiling. Any indications of drying times are estimates only and not guaranteed.
10. Customer Feedback and Complaints
10.1 The customer should inspect the work as soon as reasonably possible after completion. Any concerns or complaints about the standard of the service must be raised promptly, ideally within 48 hours of completion, so that Charlton Carpet Cleaners has an opportunity to address them.
10.2 Where a complaint is justified and relates to the quality of the cleaning, Charlton Carpet Cleaners will, at its discretion, arrange a re-clean of the affected area or offer an appropriate partial refund. This is subject to the customer allowing reasonable access and following any recommended aftercare instructions.
10.3 Minor variations in appearance, shading or texture that arise from the cleaning process and are consistent with industry expectations will not normally be treated as faults.
11. Liability and Insurance
11.1 Charlton Carpet Cleaners carries public liability insurance and, where appropriate, treatment risk insurance in line with common standards for the cleaning industry. Details may be provided upon request.
11.2 Charlton Carpet Cleaners will be liable for loss or damage directly caused by its negligence or breach of contract, but only to the extent that such loss or damage was reasonably foreseeable at the time the contract was made.
11.3 Charlton Carpet Cleaners will not be liable for any indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of enjoyment arising from the provision or non-provision of the services.
11.4 The customer is responsible for removing valuables, fragile items and personal possessions from the areas to be cleaned. Charlton Carpet Cleaners will not be liable for damage to items left in place where reasonable care has been exercised during the service.
11.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury resulting from negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.
12. Waste Regulations and Environmental Compliance
12.1 Charlton Carpet Cleaners conducts its operations in line with applicable waste management and environmental regulations. Used cleaning solutions and waste water generated in the course of normal cleaning are managed in accordance with local requirements and industry guidance.
12.2 Where solvents or specialised treatments are used, disposal will be carried out in a safe and lawful manner in accordance with the relevant regulations and product instructions.
12.3 The customer agrees not to request or insist on any method of waste disposal or chemical use that would be contrary to legal or environmental requirements. Charlton Carpet Cleaners reserves the right to decline any work that cannot be carried out in compliance with applicable law and good environmental practice.
13. Health and Safety
13.1 Charlton Carpet Cleaners will take reasonable steps to ensure that its technicians work safely, including adherence to relevant health and safety legislation and use of appropriate personal protective equipment.
13.2 The customer must inform the technician of any known hazards at the Premises, including loose floor coverings, exposed wiring, restricted access, or other conditions that could pose a risk.
13.3 The customer agrees to follow any reasonable safety instructions given by the technician, including keeping children, pets and other occupants away from the work area and avoiding walking on damp carpets until advised it is safe.
14. Property Condition and Damage
14.1 The customer acknowledges that carpet and upholstery cleaning can involve the use of water, machinery and cleaning agents. While every care is taken, there is a small inherent risk of damage, particularly where items are already worn, aged, poorly fitted or have pre-existing weaknesses.
14.2 If any accidental damage is caused by the technician, the customer must notify Charlton Carpet Cleaners as soon as reasonably possible and allow an opportunity to inspect and, where appropriate, repair or arrange remedial work.
14.3 Any claim for damage must be supported with reasonable evidence and raised within a reasonable period after the service, taking into account the nature of the alleged damage.
15. Personal Data and Privacy
15.1 Charlton Carpet Cleaners will collect and process personal data such as names, addresses, service details and payment information for the purposes of managing bookings, delivering services and handling enquiries.
15.2 Personal data will be stored securely and only retained for as long as necessary for legitimate business purposes or as required by law. Charlton Carpet Cleaners will not sell personal data to third parties.
15.3 Customers may request details of the personal data held about them and may ask for corrections where information is inaccurate, in accordance with applicable data protection laws.
16. Variations to Services and Terms
16.1 Any variations to the agreed services must be agreed between the customer and Charlton Carpet Cleaners before additional work is carried out. Additional work may be subject to extra charges.
16.2 Charlton Carpet Cleaners reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking.
17. Governing Law and Jurisdiction
17.1 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.
17.2 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, save that consumers resident elsewhere in the United Kingdom may, where required by law, bring proceedings in their local courts.
18. Severability
18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be treated as deleted to the minimum extent necessary and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written booking confirmation or agreed quotation, constitute the entire agreement between the customer and Charlton Carpet Cleaners in relation to the provision of the services and supersede all previous understandings, statements or agreements, whether oral or written.
19.2 No representation, promise or statement not expressly set out in these Terms and Conditions or in the booking confirmation shall be binding upon Charlton Carpet Cleaners.
