St. John's Wood Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which St. John's Wood Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers within our normal service area in and around St. John's Wood and the wider London region. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
1.1 "Company" means St. John's Wood Carpet Cleaners, the cleaning service provider.
1.2 "Customer" means the individual or business who books or receives cleaning services from the Company.
1.3 "Services" means carpet cleaning and any additional or related cleaning services agreed between the Company and the Customer.
1.4 "Premises" means the property or location where the Services are to be carried out.
1.5 "Agreement" means the contract between the Company and the Customer for the provision of Services, incorporating these Terms and Conditions and any written or verbal confirmation of booking.
2. Scope of Services
2.1 The Company provides professional carpet cleaning services and may also offer related services such as rug cleaning, upholstery cleaning, and general floor cleaning as agreed at the time of booking.
2.2 The exact scope of work for each booking will be based on the description provided by the Customer and any pre-service assessment carried out by the Company. The Company reserves the right to adjust the estimated time, price, or method of work if the actual condition of the Premises or items to be cleaned differs from the original description.
2.3 The Company will use reasonable skill and care in providing the Services, using appropriate cleaning methods and products suitable for typical domestic and commercial carpets within the UK, subject to any instructions or limitations notified by the Customer.
3. Booking Process
3.1 Bookings can be made by the Customer via the Company’s accepted communication channels. By placing a booking, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.
3.2 All bookings are subject to availability. The Company will confirm the booking date, approximate arrival time, and price estimate verbally or in writing. The Agreement is formed when the Company confirms the booking.
3.3 The Customer must provide accurate information about the Premises, including property access arrangements, parking availability, and the approximate size and condition of the carpets and other items to be cleaned.
3.4 If access to the Premises is restricted by building regulations, concierge systems, controlled parking zones, or similar local conditions, the Customer must inform the Company at the time of booking and ensure any necessary permissions or passes are arranged in advance.
3.5 The Company reserves the right to decline or cancel a booking where it reasonably considers that the Premises are unsafe, unsuitable for the Services, or outside the practical reach of its normal service area.
4. Pricing and Quotations
4.1 Prices are normally provided as estimates based on the information supplied by the Customer. The final price may vary if the scope of work is different from that originally described, or where additional Services are requested on arrival.
4.2 Unless otherwise stated, prices are quoted in pounds sterling and are inclusive or exclusive of VAT depending on the Company’s tax registration status at the time of service. Any applicable tax charges will be clearly indicated to the Customer.
4.3 The Company may adjust its prices from time to time. The applicable price is the one agreed at the time of booking confirmation, subject to any adjustments required due to inaccurate information or changes in the scope of work.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services.
5.2 The Company accepts commonly used UK payment methods as indicated during the booking process. The Customer is responsible for ensuring that they have the means to pay using one of the accepted methods at the agreed time.
5.3 Where an invoice is issued with agreed credit terms, payment must be made by the due date stated on the invoice. The Company reserves the right to charge interest and late payment fees in accordance with applicable UK law on overdue amounts.
5.4 If payment is not made on the agreed date, the Company may suspend further Services, refuse new bookings, or take steps to recover the outstanding debt, including the use of collection agencies or legal proceedings.
6. Customer Responsibilities
6.1 The Customer must ensure that the Premises are accessible at the agreed time and that someone is present to provide access or that suitable access arrangements have been made.
6.2 The Customer is responsible for securing or removing valuable, fragile, or easily damaged items from the areas where the Services will be carried out. The Company will not be responsible for damage to items that were not removed or made known to the Company as delicate or high value.
6.3 The Customer must inform the Company of any known issues with carpets or furnishings, including pre-existing damage, unstable colours or dyes, loose seams, or special manufacturer care instructions.
6.4 The Customer is responsible for ensuring adequate electricity and water supply at the Premises on the day of service. If the Services cannot be completed due to lack of essential utilities, the Company may treat this as a late cancellation and apply a call-out or cancellation fee.
7. Cancellations and Rescheduling
7.1 The Customer may cancel or reschedule a booking by providing reasonable advance notice. The required notice period and any applicable charges will be explained at the time of booking and may vary depending on the size and nature of the job.
7.2 As a guideline, cancellations or rescheduling requests made less than 24 hours before the scheduled start time may incur a cancellation fee, which may be a fixed amount or a percentage of the quoted price, to cover lost time and allocated resources.
7.3 If the Customer fails to provide access to the Premises at the agreed time, or if the operative is unable to carry out the Services for reasons beyond the Company’s control, this may be treated as a late cancellation and a fee may be charged.
7.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including extreme weather, transport disruptions, illness, equipment failure, or safety concerns at the Premises. In such cases, the Company will endeavour to offer an alternative appointment and will not be liable for any consequential loss.
8. Service Standards and Limitations
8.1 The Company aims to achieve high cleaning standards but cannot guarantee the removal of all stains, odours, or marks, particularly where they are old, set, or caused by substances that permanently damage or discolour fibres.
8.2 Drying times for carpets and fabrics vary depending on material, weather conditions, ventilation, and heating at the Premises. The Company is not responsible for delays in drying caused by environmental factors.
8.3 Slight shrinkage, pile distortion, or changes in texture may occur in some carpets or fabrics as an inherent risk of cleaning, especially where items are old, poorly fitted, or previously damaged. The Company will take reasonable care but cannot accept liability for changes that arise from pre-existing conditions or manufacturer limitations.
8.4 The Customer must follow any after-care advice provided by the Company, including guidance on walking on damp carpets, moving furniture back into place, and ventilation. Failure to follow such advice may increase the risk of damage or re-soiling, for which the Company will not be liable.
9. Liability
9.1 The Company will operate with reasonable skill and care and maintain appropriate public liability insurance in line with typical requirements for cleaning services in the UK.
9.2 The Company’s total liability to the Customer arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable for the specific booking giving rise to the claim, except where such limitation is not permitted by law.
9.3 The Company will not be liable for loss or damage arising from inaccurate or incomplete information provided by the Customer, from failure to follow after-care advice, or from the Customer’s failure to disclose known risks associated with carpets, furnishings, or the Premises.
9.4 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with the Services.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under UK law.
10. Waste Handling and Environmental Compliance
10.1 The Company will handle and dispose of waste generated during the provision of Services in compliance with applicable UK waste and environmental regulations.
10.2 Ordinary waste such as used cleaning materials and minor debris will generally be removed by the Company or placed in appropriate refuse receptacles at the Premises, as agreed with the Customer.
10.3 The Customer is responsible for notifying the Company in advance if any hazardous materials, contaminated items, or unusual waste are present at the Premises. The Company reserves the right to refuse to handle such materials, or to impose additional charges where specialised handling, transport, or disposal is required.
10.4 Where the Company removes waste from the Premises, it will do so in accordance with relevant UK regulations governing controlled waste, recyclables, and any applicable local authority rules, using licensed facilities or carriers where required.
11. Health and Safety
11.1 The Company will conduct the Services with due regard to health and safety requirements applicable to cleaning activities in the UK.
11.2 The Customer must inform the Company of any health and safety risks at the Premises, including loose flooring, faulty electrics, restricted ventilation, or the presence of vulnerable individuals or pets that may be affected by cleaning processes.
11.3 The Company reserves the right to withdraw its staff from the Premises if they reasonably consider that conditions are unsafe or present a material risk to health, in which case the visit may be treated as a late cancellation.
12. Complaints and Claims
12.1 If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably practicable, so that the matter can be investigated and, where appropriate, remedial action can be taken.
12.2 The Customer must provide details of the issue, including photographs where possible, and allow the Company a reasonable opportunity to inspect and, if feasible, rectify the problem.
12.3 Any claims relating to alleged damage, loss, or unsatisfactory work should be made within a reasonable time from the date of service. The Company may reject claims made after a prolonged delay where this prevents proper investigation.
13. Data Protection and Privacy
13.1 The Company will handle any personal data collected from the Customer in the course of providing Services in accordance with applicable UK data protection laws.
13.2 Personal information will be used for managing bookings, providing Services, processing payments, and communicating with the Customer. The Company may retain records of transactions for legal, accounting, and operational purposes.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or its own operating procedures.
14.2 The version of the Terms and Conditions in force at the time of booking will apply to that booking. The latest version will be made available to Customers on request.
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 the Services, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 Services, save that consumers resident elsewhere in the UK may have the benefit of any mandatory consumer protections applicable in their home jurisdiction.
16. General Provisions
16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall 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 shall constitute a waiver of that or any other right or remedy.
16.3 The Agreement is between the Company and the Customer. No other person shall have any rights to enforce its terms under the Contracts Rights of Third Parties Act 1999.
16.4 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior understandings or arrangements, whether oral or written, relating to the subject matter.