Sydenham Hill Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Sydenham Hill Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial clients in its service area. By making a booking, using our services, or allowing our operatives access to your premises, 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 expressions have the meanings set out below:
Client means any individual, company, partnership or other organisation that books or receives services from Sydenham Hill Carpet Cleaners.
Company means Sydenham Hill Carpet Cleaners and its employees, contractors and authorised representatives.
Services means carpet cleaning and any other cleaning or related services provided by the Company as agreed with the Client at the time of booking.
Premises means the property or location where the Services are to be carried out.
Booking means a request by the Client for Services that has been accepted and confirmed by the Company.
2. Scope of Services
The Company provides professional carpet cleaning and associated services such as rug cleaning, upholstery cleaning, and related treatments, subject to availability and as described to the Client at the time of booking. The exact scope of the Services will be as set out in the booking confirmation, including the areas to be cleaned and any additional work agreed.
The Company reserves the right to decline any job that it considers to be unsafe, impractical, or not reasonably feasible with the equipment and methods normally used by the Company.
3. Booking Process
Bookings may be requested by the Client using the contact methods made available by the Company. A Booking is only confirmed when the Company has accepted the request and provided a confirmation of the appointment date, time window, and estimated price or pricing structure.
The Client is responsible for providing accurate information at the time of booking, including the size and type of areas to be cleaned, the condition of carpets and furnishings, the presence of stains, pet contamination, or damage, and any parking or access restrictions at the Premises.
The Company may adjust the quoted price if, upon arrival, it is apparent that the information provided by the Client was incomplete or inaccurate. The operative will inform the Client of any change to the price before beginning work. If the Client does not agree to the revised price, the Company may cancel the Booking, subject to the cancellation terms in these conditions.
4. Access to the Premises
The Client must ensure that the Company has safe and reasonable access to the Premises at the agreed appointment time, including access to electricity, water, and adequate lighting where required.
Parking arrangements are the responsibility of the Client. Any parking costs, permits, or fines incurred as a result of inadequate parking arrangements or instructions provided by the Client may be charged to the Client.
If the Company is unable to gain access to the Premises at the agreed time, or if the Premises are not ready for cleaning, this may be treated as a late cancellation and charges may apply in accordance with the cancellation policy below.
5. Client Obligations
The Client must remove or secure any fragile, valuable, or delicate items from the areas to be cleaned prior to the arrival of the Company. The Company will not move heavy furniture, electrical appliances, or personal belongings unless this has been expressly agreed in advance and can be done safely.
The Client must inform the Company of any known hazards at the Premises, including but not limited to loose floor coverings, exposed wiring, slippery surfaces, or previous damage to carpets, rugs, or upholstery that may affect the provision of the Services.
The Client is responsible for supervising children, pets, and any third parties at the Premises during the provision of the Services to ensure their safety and to allow the Company to work without unreasonable interruption.
6. Prices and Payment
Prices for the Services will be quoted to the Client before the Booking is confirmed. Unless otherwise stated, prices are inclusive of standard cleaning materials and equipment required to carry out the work.
The Company may require a deposit or pre-authorisation to secure a Booking. The balance of any fees due must be paid in full on completion of the Services, or in accordance with any alternative payment terms agreed in writing with the Client.
Payment methods accepted will be communicated to the Client in advance or at the time of booking. Where payment is not made on the day of service, invoices are payable within the time specified on the invoice. The Company reserves the right to charge interest and reasonable administration fees on overdue amounts, in line with applicable UK law.
7. Cancellations and Amendments
The Client may cancel or amend a Booking by giving the Company reasonable notice. Unless otherwise agreed, a minimum of 24 hours notice prior to the scheduled appointment time is required to cancel or reschedule a Booking without charge.
If the Client cancels or reschedules a Booking with less than the required notice period, or fails to provide access to the Premises at the agreed appointment time, the Company reserves the right to charge a late cancellation fee, which may be a fixed amount or a percentage of the quoted price.
The Company will use reasonable efforts to accommodate requests to change appointment times or services, subject to availability. The Company reserves the right to cancel or reschedule a Booking due to operational reasons, staff illness, unsafe conditions, or circumstances beyond its reasonable control. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any loss caused by such cancellation or rescheduling, other than refunding any deposit already paid for the affected Booking if no alternative can be agreed.
8. Service Standards and Limitations
The Company will perform the Services with reasonable skill and care, using industry-recognised methods and products suitable for the type of material being cleaned, based on the information made available to the Company.
The Client acknowledges that results can vary depending on the age and condition of carpets and fabrics, type and age of stains, and prior cleaning or treatment history. The Company does not guarantee that all stains, odours, or marks will be removed, or that carpets and fabrics will be restored to their original condition.
Certain issues such as permanent staining, sun damage, wear and tear, dye migration, or previous use of incompatible cleaning agents may affect results and are outside the control of the Company. The Company will not be responsible for any damage or deterioration arising from pre-existing conditions that could not reasonably have been identified by a visual inspection.
9. Liability
Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
Subject to the above, the Companys total liability for any loss or damage arising from or in connection with the provision of the Services, whether in contract, tort, or otherwise, will be limited to the amount paid or payable by the Client for the specific Booking in question.
The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of business, or loss of opportunity, nor for any loss arising from the Clients failure to follow post-cleaning care instructions provided by the Company, such as recommended drying times or ventilation requirements.
The Client must notify the Company of any alleged damage or service issue as soon as reasonably practicable, and in any event within 48 hours of completion of the Services, to allow the Company a fair opportunity to inspect, investigate, and, where appropriate, remedy the situation.
10. Insurance
The Company maintains insurance cover appropriate for the nature of its activities and in accordance with UK standards for cleaning services. Details of insurance cover can be made available to Clients on reasonable request.
Where a claim arises, the Client agrees to cooperate fully with the Company and any insurer, including providing access to the Premises, information, and evidence necessary to assess and process the claim.
11. Waste Disposal and Environmental Obligations
The Company will handle and dispose of waste generated in the course of providing the Services in accordance with applicable UK waste and environmental regulations. This includes the proper collection and disposal of used cleaning materials, packaging, and any waste water that is not suitable for normal drainage systems, where relevant.
The Client is responsible for informing the Company of any hazardous substances present at the Premises that may affect the provision of the Services or the safe handling of waste, such as chemical residues, contaminated materials, or biohazards. The Company reserves the right to refuse to handle or remove any waste that it reasonably believes may be hazardous or that falls outside the scope of normal carpet and fabric cleaning activities.
Where specialised waste disposal is required, any additional costs may be chargeable to the Client, and will be explained before such work is undertaken whenever reasonably possible.
12. Health and Safety
The Company will take reasonable steps to ensure that the Services are carried out in a safe manner and in compliance with relevant health and safety legislation. Cleaning products will be used in accordance with manufacturer instructions and recognised safety standards.
The Client must inform the Company of any individuals at the Premises who may be particularly sensitive to cleaning chemicals, such as young children, allergy sufferers, or pets, so that the Company can consider suitable products or methods, where practicable.
The Client agrees to follow any reasonable health and safety instructions given by the Company during or after the provision of the Services, including guidance on re-entering cleaned areas, avoiding slip hazards, and allowing carpets or upholstery to dry properly.
13. Complaints and Service Issues
If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, ideally within 48 hours of completion of the work. The Company will investigate the issue and, where appropriate, may offer a re-clean of the affected area or another reasonable solution.
Any re-clean or remedial work will be offered at the Companys discretion and will normally be limited to the specific areas in dispute. This does not affect any statutory rights the Client may have under UK consumer law.
14. Data Protection and Privacy
The Company will collect and use personal data from Clients only to the extent necessary to manage Bookings, provide the Services, process payments, and handle enquiries or complaints. Personal information will be handled in accordance with applicable UK data protection laws.
The Company will not sell or share Client personal data with third parties for marketing purposes without the Clients consent, but may share information with service providers and insurers where required to deliver the Services or manage any claims.
15. Amendments to these Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry standards, or the manner in which the Services are provided. The latest version will apply to all new Bookings. For existing confirmed Bookings, the version in force at the time of confirmation will normally apply unless a change is 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, shall be governed by and construed in accordance with the laws of England and Wales.
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 provision of the Services, subject to any mandatory rights that a consumer Client may have to bring proceedings in another jurisdiction under applicable consumer protection legislation.
By proceeding with a Booking and allowing the Company to provide Services at the Premises, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
