Nunhead Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Nunhead Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers within its operating areas in the United Kingdom. By making a booking, confirming a quotation, or permitting our operatives to commence work at your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means the individual, business, landlord, tenant, managing agent or other party requesting and paying for the services.
Company means Nunhead Carpet Cleaners, the cleaning service provider.
Services means carpet cleaning and any additional cleaning or related services agreed in writing or verbally between the Client and the Company.
Premises means the property or area where the Services are to be carried out.
Operative means any employee, contractor or representative engaged by the Company to deliver the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services within its designated service area. The exact scope of Services for each booking will be confirmed in writing or verbally at the time of booking, based on the information supplied by the Client. The Company reserves the right to amend the scope and price if, on arrival, the Premises or items to be cleaned differ materially from the original description.
The Company may offer additional cleaning services such as upholstery cleaning, rug cleaning, stain treatment, end of tenancy cleaning and related tasks, subject to availability. Any additional services requested on the day that were not included in the original booking are provided at the Companys discretion and may incur extra charges.
3. Booking Process
Bookings can be made by the Client through the Companys accepted communication channels. When making a booking, the Client must provide accurate details, including location of the Premises, type and approximate size of areas or items to be cleaned, access arrangements, and any specific requirements.
The Company will provide an estimated price and proposed date and time for the Services based on the information supplied. This estimate does not constitute a binding contract until the Client confirms acceptance and the Company acknowledges the booking.
The Company reserves the right to refuse any booking, to propose alternative dates or times, or to decline to carry out work if the Premises are unsafe, inaccessible, or significantly different from the description provided by the Client.
4. Estimates and Quotations
All estimates and quotations are based on the information the Client provides. They assume normal levels of soiling and reasonable access to the Premises and to water and power supplies where required. If, upon arrival, the Operative finds that the conditions are substantially different, heavily soiled, contaminated, or otherwise beyond the originally agreed scope, the Company may revise the price or refuse to proceed with the Services.
Where a revised price is required, the Operative will seek the Clients approval before commencing or continuing work. If the Client does not accept the revised price, the Company may cancel the booking and may charge a call out fee to cover travel and administrative costs.
5. Access to the Premises
The Client must ensure that the Operatives have safe and timely access to the Premises at the agreed time, and that sufficient parking is available or nearby where reasonably possible. Any parking charges are payable by the Client in addition to the service price, where applicable.
If the Operatives are unable to gain access due to reasons beyond the Companys control, including but not limited to absence of the Client, locked gates, incorrect address, or denied entry by a third party, the visit may be treated as a late cancellation and a fee may be charged as set out in the cancellation section of these Terms.
6. Client Obligations
The Client is responsible for:
Ensuring the Premises are reasonably prepared for cleaning by removing breakable items, personal belongings, small furniture, and obstructions where required.
Informing the Company of any known defects, pre existing damage, weak or loose flooring, unsecured rugs, colour run risks, or fragile fabrics.
Advising the Company of any health and safety risks at the Premises, including exposed wiring, unsafe stairs, or hazardous materials.
Supervising children, pets, and vulnerable persons during the Service and ensuring that they do not interfere with equipment or cleaning products.
Failure to comply with these obligations may limit the Companys ability to perform the Services and may affect the Clients rights under these Terms.
7. Payments and Pricing
All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as indicated at the time of booking. The Company reserves the right to adjust prices from time to time. The price applicable to a booking is the price confirmed at the time the booking is accepted.
Payment is due in accordance with the payment terms agreed at the time of booking. This may include payment on completion of the Service or in advance, depending on the nature of the job and the Client profile. The Company accepts such forms of payment as it may notify to the Client from time to time.
In the case of commercial Clients or managing agents with approved accounts, invoices are payable within the agreed credit period. The Company reserves the right to charge interest and reasonable recovery costs for late payments in accordance with applicable UK legislation.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking subject to the following conditions:
For standard residential bookings, the Client should give a minimum of 24 hours notice prior to the scheduled start time. If less than 24 hours notice is given, the Company may charge a cancellation fee up to a reasonable percentage of the quoted price to cover lost time and administration.
For larger or commercial bookings, end of tenancy cleans, or multiple service visits, the Company may require longer notice periods. These will be confirmed at the time of booking. Failure to provide the agreed notice may result in a higher cancellation fee as communicated by the Company.
If the Operatives attend the Premises but are unable to carry out the work due to lack of access, unsafe conditions, or other reasons beyond the Companys control, the visit may be treated as a late cancellation and the applicable fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to operational reasons, staff illness, equipment failure, extreme weather, or other circumstances beyond its reasonable control. In such cases the Company will offer an alternative appointment at the earliest opportunity. The Company will not be liable for any indirect losses arising from such cancellations.
9. Service Delivery and Results
The Company will carry out the Services with reasonable skill and care in line with industry practice and the limitations of the materials and areas to be cleaned. While the Company aims to achieve the best possible results, it cannot guarantee complete removal of all stains, odours, or markings, particularly where these are permanent or have been present for a long period.
Certain stains such as those from dyes, inks, bleaches, permanent markers, or pet accidents may not fully respond to cleaning. The Client acknowledges that the success of cleaning treatments is influenced by factors outside the Companys control, including the age and type of carpet or fabric, previous cleaning or treatments, and the nature of the soiling.
Any advice given by the Company regarding aftercare, drying times, or ongoing maintenance is offered in good faith. The Client remains responsible for monitoring the condition of the cleaned areas, allowing sufficient drying time, and taking necessary precautions to prevent slips, trips, or damage during the drying period.
10. Damage and Liability
The Company will exercise 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 option, repair the damage, compensate the Client for the reasonable cost of repair, or replace the damaged item subject to fair wear and tear and depreciation.
The Companys liability is limited as follows:
The Company is not liable for pre existing damage, defects, or wear, including but not limited to loose or frayed carpets, colour fading, weak fibres, delamination, or shrinkage that results from cleaning of items already in a fragile or unstable condition.
The Company is not liable for accidental damage where the Client has failed to disclose relevant information about the Premises or items to be cleaned, or where the Client has not followed the Companys reasonable instructions.
The Company is not liable for indirect, consequential, or economic losses including loss of profit, loss of use, or loss of opportunity.
Nothing in these Terms limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under UK law.
11. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, the Client must contact the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work, providing details and evidence where possible. The Company will investigate the complaint and, where appropriate, may arrange a revisit to inspect the issue and, if reasonable and feasible, attempt further cleaning or remedial work.
The Companys obligation is limited to the level of the original service fee and does not extend to paying for alternative contractors or additional third party services unless agreed in writing beforehand.
12. Health, Safety and Environmental Practices
The Company uses cleaning products and equipment selected for their effectiveness and suitability. Safety data sheets are available on request for products commonly used. Clients must inform the Company of any known allergies, sensitivities, or environmental concerns at the time of booking so that appropriate products and methods can be considered.
Operatives are instructed to work safely and to comply with applicable health and safety regulations. The Client agrees not to request any task that would place the Operatives at risk, such as working at unsafe heights, handling hazardous materials, or operating unsafe equipment belonging to the Client.
13. Waste Handling and Regulations
The Company complies with applicable UK waste management and environmental regulations. During the course of the Services, normal levels of waste water, spent cleaning solution, and minor debris from vacuuming or cleaning activities may be generated. The Company will dispose of such waste in a lawful and responsible manner.
Where the Services involve removal of larger quantities of waste, such as heavily soiled materials, contaminated items, or packaging, this will be subject to prior agreement. Additional charges may apply for collection, transport, and disposal in compliance with relevant waste regulations and any local requirements.
The Client must not request the Company to remove or dispose of hazardous waste, including but not limited to clinical waste, sharp objects, chemical containers, asbestos containing materials, or any substance regulated as hazardous. If such materials are discovered, the Operatives may suspend work until the Client has arranged for safe and lawful removal by a specialist contractor.
14. Insurance
The Company maintains appropriate insurance cover for its activities, including public liability insurance up to a level it considers adequate for its operations. Details of current insurance cover can be made available to Clients on reasonable request. Insurance is subject to the terms, conditions, and exclusions of the policy in force from time to time.
15. Privacy and Confidentiality
The Company will handle any personal data provided by the Client in accordance with applicable data protection legislation in the United Kingdom. Information is used for the administration and delivery of the Services, for accounting and record keeping, and for contacting the Client regarding future bookings or service updates where permitted.
The Company will not sell or knowingly disclose personal information to unrelated third parties except where required by law or where reasonably necessary for the performance of the Services, such as passing details to an Operative engaged to carry out the work.
16. Force Majeure
The Company is not liable for any delay or failure to perform its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, pandemics, or failure of utilities. In such instances, the Company will take reasonable steps to notify the Client and to reschedule the Services as soon as practicable.
17. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or service offerings. The version applicable to a particular booking will be the version in force on the date the booking is confirmed. Continued use of the Services following any updates indicates acceptance of the revised Terms.
18. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, their subject matter or formation are governed by and construed in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales in relation to any such dispute or claim, save that the Company may take action to recover unpaid sums in any jurisdiction where the Client resides or holds assets.
19. Entire Agreement
These Terms and Conditions, together with any written or verbal confirmation of booking and any specific terms agreed in writing between the Client and the Company, constitute the entire agreement between the parties in relation to the Services provided. No other statement, representation, or understanding, whether oral or written, shall have contractual effect unless expressly incorporated into this agreement.
By booking and allowing the Services to commence, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
