Sutton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Sutton Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area. By booking or using any service, you agree to be bound by these Terms and Conditions, which take effect from the moment a booking is made. If you do not agree to these terms, you should not proceed with a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the following meanings:
1.1 Client means the individual, company, or organisation requesting or receiving cleaning services from Sutton Carpet Cleaners.
1.2 Company means Sutton Carpet Cleaners, the cleaning service provider.
1.3 Services means any carpet, upholstery, rug, floor, or related cleaning or treatment service supplied by the Company.
1.4 Premises means the property or location where the Services are to be carried out.
1.5 Booking means any confirmed request by the Client for the Company to provide Services, whether made online, in writing, or verbally.
1.6 Operative means any cleaner, technician, subcontractor, or representative of the Company engaged to deliver the Services.
2. Scope of Services
2.1 The Company provides professional carpet and related cleaning services within its designated service area. Availability in specific locations may vary and is subject to the Company's operational capacity.
2.2 The exact scope of the Services, including the areas to be cleaned, cleaning methods, and any additional treatments, will be agreed at the time of Booking or during pre-service inspection.
2.3 The Company reserves the right to refuse to provide Services where it reasonably believes that the Premises are unsafe, access is inadequate, or conditions would prevent the effective or safe delivery of the Services.
3. Booking Process
3.1 Bookings may be made by the Client via the Company's accepted communication channels as specified on its published materials or website, subject to availability.
3.2 At the time of Booking, the Client must provide accurate information regarding the Premises, including property type, approximate room sizes, number of items to be cleaned, access details, parking availability, and any known issues such as heavy staining, pet odours, or damage.
3.3 Any quote provided prior to inspection is an estimate only, based on the information given by the Client. The Company reserves the right to amend the price if the information provided was incomplete or inaccurate, or if the condition or size of the items or areas to be cleaned differs materially from what was described.
3.4 A Booking is deemed confirmed only when the Company has accepted the Booking and, where required, has received any applicable deposit or pre-payment.
3.5 The Client must ensure that a responsible adult is present at the Premises at the agreed start and finish times, unless otherwise agreed in advance with the Company.
4. Access, Parking, and Preparation
4.1 The Client is responsible for ensuring safe and reasonable access to the Premises for the Company's Operatives, equipment, and materials.
4.2 The Client must arrange suitable parking for the Operatives as close as reasonably possible to the Premises. Any parking charges or permits required are the responsibility of the Client and may be added to the final invoice.
4.3 Prior to the arrival of the Operatives, the Client should remove, where reasonably possible, small furniture, fragile items, valuables, and personal belongings from the areas to be cleaned. The Company will not be liable for damage to items that should reasonably have been removed by the Client.
4.4 The Client must inform the Company of any known defects, pre-existing damage, loose fittings, or risks associated with carpets, rugs, upholstery, floor coverings, or furnishings before the Services commence.
5. Prices, Quotes, and Payments
5.1 All prices are quoted in pounds sterling and are exclusive of any applicable taxes unless expressly stated otherwise.
5.2 The Company may revise prices from time to time. The price applicable to a Booking is the price confirmed at the time of Booking, subject to any adjustments as allowed under these Terms and Conditions.
5.3 Unless otherwise agreed in writing, payment is due immediately on completion of the Services. The Company may, at its discretion, require full or partial pre-payment or a deposit at the time of Booking.
5.4 The Company accepts payment by the methods stated in its current payment policy. The Client is responsible for ensuring that funds are available and that payment details are correct.
5.5 If payment is not received when due, the Company reserves the right to charge interest on the overdue amount at the applicable statutory rate, and to recover any reasonable costs incurred in pursuing payment, including administrative and legal costs.
6. Cancellations, Rescheduling, and No-Show
6.1 The Client may cancel or reschedule a Booking by giving reasonable notice. The required notice period and any applicable cancellation or rescheduling fees will be set out in the Company's current cancellation policy.
6.2 If the Client cancels with insufficient notice, a cancellation fee may be charged, up to a reasonable proportion of the agreed price, to reflect the Company's lost opportunity and administrative costs.
6.3 If the Client fails to provide access to the Premises at the agreed time, or the Operatives are unable to proceed due to circumstances within the Client's control, this may be treated as a late cancellation and a no-show fee may apply.
6.4 The Company reserves the right to cancel or reschedule a Booking due to circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, severe weather, or access or safety concerns. In such cases, the Company will offer an alternative appointment. The Company is not liable for any indirect losses or costs arising from such rescheduling or cancellation.
7. Client Obligations and Health and Safety
7.1 The Client must provide a safe working environment for the Operatives, including adequate lighting, ventilation, and access to water and electricity where reasonably required for the performance of the Services.
7.2 The Client must keep children, pets, and other occupants away from areas where cleaning work is taking place and from any equipment or products in use, to prevent accidents or interference with the Services.
7.3 The Company uses cleaning products selected for effective and safe use when applied correctly. The Client must inform the Company in advance of any known allergies, sensitivities, or specific health concerns relating to occupants of the Premises.
8. Service Quality, Limitations, and Results
8.1 The Company will perform the Services with reasonable skill and care, in accordance with professional standards for carpet and related cleaning services.
8.2 While the Company aims to achieve high-quality results, the outcome of cleaning can be influenced by factors beyond the Company's control, including but not limited to the age and condition of carpets or fabrics, type and age of stains, previous cleaning methods, and manufacturer limitations. The Company does not guarantee the removal of all stains, odours, or marks.
8.3 Certain stains and damage may be permanent, and attempts to clean or treat them may reveal pre-existing wear, discolouration, or defects not visible before cleaning. The Company is not liable for such pre-existing conditions becoming more apparent.
8.4 The Client must follow any aftercare instructions provided by the Operatives, including recommended drying times and restrictions on walking on or using cleaned areas. The Company is not liable for damage or re-soiling that arises where aftercare guidance is not followed.
9. Damage, Liability, and Insurance
9.1 The Company maintains insurance cover appropriate to its business activities. Details can be made available upon reasonable request.
9.2 The Company will take reasonable care when providing the Services. If damage is caused directly by the negligence of the Company or its Operatives, the Company will, at its discretion, repair the damage, arrange a replacement, or offer fair compensation, subject to evidence and assessment.
9.3 The Company's liability for any loss or damage arising under or in connection with the Services is limited to the total price paid or payable for the relevant Services, except where such limitation is not permitted by law.
9.4 The Company is not liable for:
(a) Normal wear and tear or deterioration resulting from cleaning.
(b) Pre-existing damage, stains, defects, or loose seams, including any worsening or increased visibility of such conditions after cleaning.
(c) Damage resulting from failure by the Client to disclose relevant information, such as the nature of fibres, previous treatments, or manufacturer limitations.
(d) Loss or damage to items that the Client has not removed from the cleaning area where it would have been reasonable to do so.
(e) Any indirect, special, or consequential loss, including loss of profit, loss of revenue, loss of use, or loss of opportunity.
9.5 Nothing in these Terms and Conditions excludes or limits the Company's liability for death or personal injury caused by its negligence, or for fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited by applicable law.
10. Complaints and Notice of Issues
10.1 If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable, and in any event within a reasonable time after completion, to allow the Company the opportunity to inspect and, where appropriate, rectify the issue.
10.2 The Company may propose a re-clean of the affected area or another reasonable remedy. Acceptance of a re-clean or remedy will be in full and final settlement of the Client's complaint relating to that issue, except where the law provides otherwise.
10.3 Failure to give the Company a reasonable opportunity to remedy any alleged defect may affect the Client's rights in respect of that complaint.
11. Waste Handling and Environmental Regulations
11.1 The Company will handle and dispose of any waste generated during the performance of the Services in accordance with applicable UK waste management and environmental regulations.
11.2 The Client is responsible for any household or commercial waste at the Premises that is unrelated to the Services. The Company is not required to remove general rubbish, furniture, or other items unless this has been expressly agreed as part of the Services.
11.3 Where the Services generate liquid waste or contaminated rinse water, the Company will dispose of such waste through appropriate and lawful means, and the Client agrees to allow the use of suitable drainage points at the Premises where necessary and safe to do so.
11.4 The Company strives to use cleaning products and methods that are efficient and compliant with environmental standards. However, the Client should raise any specific environmental or regulatory concerns at the time of Booking.
12. Personal Data and Confidentiality
12.1 The Company will collect and process personal information from the Client only for the purposes of managing Bookings, delivering Services, handling payments, and dealing with queries or complaints, in accordance with applicable data protection laws in the United Kingdom.
12.2 The Company will take reasonable steps to protect the confidentiality of the Client's information and will not share it with third parties except as required to deliver the Services, comply with legal obligations, or where the Client has given consent.
13. Force Majeure
13.1 The Company will 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, natural disasters, acts of government, power or equipment failure, or industrial disputes.
14. Amendments to Terms and Conditions
14.1 The Company may update or amend these Terms and Conditions from time to time. The current version will apply to any new Booking made after the updated Terms and Conditions have been made available.
14.2 Continued use of the Services after any change to these Terms and Conditions will be taken as acceptance of the updated terms.
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 their subject matter or formation, are governed by and construed in accordance with the laws of England and Wales.
15.2 The courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising from or related to these Terms and Conditions or the provision of the Services, except where consumer protection law entitles the Client to bring proceedings in another jurisdiction.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision will be deemed severed, and the remaining provisions will 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 will constitute a waiver of that right or remedy, nor will it prevent or restrict 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 agreements, understandings, or representations, whether oral or written, in respect of the Services.
16.4 The Client may not assign or transfer any of its rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary for the efficient delivery of the Services.