Carpet Cleaners E3 Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Carpet Cleaners E3 to you as a customer in the United Kingdom. By placing a booking, whether online, by message or through any other method, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming your booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the person, business or organisation requesting and paying for the services from Carpet Cleaners E3.
Company means Carpet Cleaners E3, the cleaning services provider.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, end of tenancy cleaning of floors and soft furnishings, and any other related services agreed in writing between the Customer and the Company.
Premises means the property, building or area where the Services are to be carried out.
Technician means any employee, contractor or representative of the Company who performs the Services.
2. Scope of Services
The Company agrees to provide the Services with reasonable skill and care, in accordance with industry standards for professional cleaning. The scope of the Services will be as described in the booking confirmation and may include specific areas, rooms or items to be cleaned as agreed with the Customer.
The Company reserves the right to refuse to provide any service that, in the reasonable opinion of the Technician, is unsafe, unlawful, unsuitable for treatment, or may cause damage to the item, surface, property or the Technician.
The Customer acknowledges that certain types of stains, wear, discolouration, odours or damage may be permanent and that the Company offers no guarantee that such issues can be fully removed or remedied. The Company will exercise reasonable care but is not liable for existing damage, latent defects or limitations in the material being cleaned.
3. Booking Process
3.1 Booking Request
A booking is considered requested when the Customer provides the Company with details of the Premises, the items or areas to be cleaned, access arrangements, and the preferred date and time. The Customer must ensure that all information supplied is accurate and complete.
3.2 Booking Confirmation
A binding contract is formed only when the Company confirms the booking and provides details of the agreed Services, estimated charges and scheduled appointment. The Company may provide confirmation in written form through electronic communication or other written method.
3.3 Changes to Bookings
The Customer may request changes to the booking, such as additional rooms, items or services, subject to availability and at the Company’s sole discretion. Any changes may result in an adjustment to the price. The Company will inform the Customer of any revised charges before proceeding with additional work.
4. Customer Obligations
The Customer agrees to:
Provide safe and reasonable access to the Premises at the agreed date and time.
Ensure that electricity and water are available and in good working order where required for the Services.
Remove any personal belongings, fragile items, valuables and small furniture that may obstruct access to the areas to be cleaned, unless otherwise agreed.
Advise the Company in advance of any known defects, damage, stains, pre-existing issues or particular concerns relating to carpets, rugs, upholstery or other items.
Supervise pets and children during the cleaning process and keep them away from equipment, chemicals and wet surfaces for safety reasons.
If the Technician is unable to access the Premises or commence work due to the Customer’s failure to meet these obligations, the Company reserves the right to charge a call-out fee or treat the booking as a late cancellation under these Terms.
5. Pricing and Quotations
The Company may provide estimates or quotations based on information supplied by the Customer. The final price may vary if the actual condition, size or nature of the items and areas to be cleaned differ from the information originally provided.
Any quotation will state whether it is fixed or subject to inspection. Where a quotation is subject to inspection, the Technician will confirm the final price on arrival before commencing work. If the Customer does not accept the revised price, the Company may cancel the booking, and a call-out charge may apply.
All prices are stated in pounds sterling and, where applicable, include value added tax at the prevailing rate, unless otherwise specified.
6. Payments and Invoicing
6.1 Payment Terms
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises. The Company may accept various forms of payment, such as card payments, bank transfer or cash, as communicated to the Customer in advance.
For commercial Customers, invoices may be issued with agreed payment terms. If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and recover any reasonable costs of collection.
6.2 Deposits
The Company may require a deposit or full prepayment to secure a booking, especially for larger jobs, end of tenancy cleaning or specialised treatments. Any deposit requirements will be communicated at the time of booking. Deposits are generally non-refundable in the event of late cancellation, subject to the cancellation policy set out in these Terms.
6.3 Late or Failed Payments
If a payment fails or is reversed, the Customer remains liable for the full amount due. The Company may suspend further services to the Customer until all outstanding sums are paid in full.
7. Cancellations and Rescheduling
7.1 Customer Cancellations
The Customer may cancel or reschedule a booking by giving advance notice. The Company requests that cancellations or changes be made as early as possible so that appointment times can be offered to other Customers.
If a booking is cancelled or rescheduled with sufficient notice, no cancellation fee will normally be charged. Where notice is received less than 24 hours before the scheduled appointment time, the Company reserves the right to charge a cancellation fee or retain any deposit paid, to cover lost time and costs incurred.
7.2 Company Cancellations
While the Company aims to honour all confirmed bookings, there may be occasions where it is necessary to cancel or reschedule due to unforeseen circumstances, such as staff illness, equipment failure, access issues or adverse conditions. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment time. The Company will not be liable for any indirect or consequential losses arising from such changes, but any deposits paid for the affected appointment will be transferred or refunded as appropriate.
8. Performance of Services
The Technician will carry out the Services using appropriate methods, machinery and cleaning products suitable for the specified materials, as reasonably determined by the Technician. The Customer accepts that slight variations in results may occur due to the age, type, quality and condition of carpets and upholstery.
The Customer should ensure adequate ventilation in the Premises during and after the cleaning process to assist in drying times. The Company is not responsible for extended drying times caused by environmental conditions or the nature of the materials being cleaned.
The Technician may refuse to move heavy furniture, appliances or items that could risk damage or injury. Any assistance provided in moving items is at the Customer’s risk.
9. Damage, Liability and Limitations
9.1 General Liability
The Company will take reasonable care when providing the Services. However, the Company’s liability for any loss or damage arising out of or in connection with the Services shall be limited to direct damages only and shall not exceed the total amount paid or payable by the Customer for the specific Services in question.
9.2 Exclusions
The Company is not liable for:
Any pre-existing damage, defects, wear, fading, discolouration, odours, or shrinkage that becomes more visible after cleaning.
Any loss or damage arising from inaccurate or incomplete information provided by the Customer.
Any damage to items that the Technician advised were unsuitable for cleaning or high risk, where the Customer insisted on proceeding.
Any indirect, consequential or economic loss, including loss of profit, loss of use, or loss of enjoyment.
9.3 Customer Property
The Customer is responsible for securing valuables, personal items and cash before the Technician arrives. The Company does not accept liability for loss of such items unless caused by the proven negligence or misconduct of a Technician while on site.
10. Complaints and Notice of Issues
If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible and in any event within 48 hours of completion. The Company will investigate the complaint and may arrange for a Technician to revisit the Premises to assess the issue.
Where the Company is found to be at fault, it may, at its discretion, offer a re-clean of the affected area or a partial refund. This shall be the Customer’s sole and exclusive remedy unless otherwise required by law.
11. Health, Safety and Waste Regulations
The Company will take reasonable measures to comply with applicable health and safety obligations while performing the Services. Technicians are instructed to use cleaning products and equipment in accordance with manufacturer guidelines and relevant regulations.
The Customer agrees not to dispose of any cleaning chemicals or waste generated by the Services in a manner that breaches local waste disposal rules or environmental regulations. Where the Company removes waste from the Premises, it will do so in accordance with applicable waste management legislation and good practice, including appropriate segregation and disposal of waste where required.
The Customer must inform the Company prior to the appointment of any hazardous substances, materials or conditions at the Premises that could affect the health and safety of the Technician or the performance of the Services.
12. Insurance
The Company maintains appropriate insurance cover for its business activities, including public liability insurance, in accordance with its legal obligations and industry practice. Details of insurance cover can be made available upon reasonable request.
13. Force Majeure
The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, power cuts, transport disruptions, accidents, public health restrictions, or acts of government. In such circumstances, the Company may suspend or reschedule the Services and will seek to minimise any disruption to the Customer.
14. Privacy and Data Protection
The Company collects and processes personal information about Customers only to the extent necessary to manage bookings, provide the Services and comply with legal obligations. Personal information will be handled in accordance with applicable data protection laws in the United Kingdom.
The Company will not sell or disclose personal data to third parties for marketing purposes without the Customer’s consent, but may share information with service providers who assist in delivering the Services, subject to appropriate safeguards.
15. Amendments to these Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice or the nature of its services. Any revised Terms will apply to new bookings from the date of publication. Existing bookings will generally be governed by the Terms in force at the time of confirmation unless otherwise required by law.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, 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 or their subject matter.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, such provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. The remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede all prior discussions, correspondence or understandings between the parties on this subject. No variation of these Terms shall be effective unless agreed in writing by the Company.
