Roehampton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of carpet, upholstery, rug and related cleaning services by Roehampton Carpet Cleaners to residential and commercial customers within our service area in the United Kingdom. By making a booking, accepting a quotation, or permitting our operatives to commence work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Customer means the individual or organisation requesting the services from Roehampton Carpet Cleaners.
Company means Roehampton Carpet Cleaners, the provider of the services.
Services means all cleaning and related services supplied by the Company, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and associated work.
Service Area means the locations in which the Company offers its services from time to time, as advertised on its website or other promotional materials.
Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions and any written quotation or booking confirmation issued by the Company.
2. Booking Process
2.1 Bookings may be made via the Company’s website contact form or through any other booking channel the Company may operate from time to time. The Customer must provide accurate and complete information regarding the property, areas to be cleaned, type of flooring or upholstery, parking availability, access details, and any known issues such as heavy soiling, stains, damage, pets, or infestation.
2.2 Any quotation provided, whether verbally or in writing, is based on the information the Customer supplies at the time of enquiry. The Company reserves the right to amend the quotation or the scope of work if, on arrival, the information provided is found to be incomplete or inaccurate, or if the condition of the items to be cleaned is materially different from that described.
2.3 A booking is only confirmed when the Company sends a written confirmation, which may be in the form of a booking reference, written acceptance of the quotation, or an invoice that confirms the date, time, and estimated price. The Company is not obliged to carry out any Services where a booking has not been confirmed.
2.4 The Customer must ensure that an adult over the age of 18 is present at the property at the agreed start time to provide access and any necessary instructions, unless otherwise agreed in writing. Failure to provide access may be treated as a short-notice cancellation.
3. Services and Service Standards
3.1 The Company will provide the Services using reasonable skill and care, in accordance with industry practice and within the limitations of the equipment, materials, and information available.
3.2 The Company does not guarantee the removal of all stains or odours. The outcome of cleaning depends on the age, nature, and cause of the soiling or staining, previous attempts at cleaning, the material being cleaned, and other factors beyond the Company’s control. Where possible, the operative will advise the Customer of any limitations before or during the Service.
3.3 The Customer acknowledges that some materials and fibres may react unpredictably to cleaning solutions, particularly where items are old, worn, sun-damaged, poorly fitted, or have existing damage. The Company will take reasonable care but cannot be held liable for pre-existing defects or for consequences arising from such defects.
3.4 Drying times after cleaning are estimates only and may vary depending on ventilation, temperature, humidity, and the condition of the carpet or upholstery. The Customer is responsible for ensuring adequate ventilation and for keeping children, pets, and furnishings off damp areas until fully dry.
4. Customer Obligations
4.1 The Customer must provide safe and reasonable access to the property, including any necessary parking arrangements. Where parking fees apply, the Customer is responsible for reimbursing the Company for any charges incurred, unless otherwise agreed in advance.
4.2 The Customer must ensure that the areas to be cleaned are reasonably clear of personal items, small furniture, breakable objects, and other obstructions. The Company may, but is not obliged to, move light furniture where safe and practical. The Company will not move heavy, fragile, or valuable items such as pianos, televisions, computers, large wardrobes, or display cabinets.
4.3 The Customer must inform the Company of any known risks, including loose carpets, fragile materials, previous water damage, electrical or plumbing issues, presence of asbestos, or any other hazard that could affect the performance of the Services or the safety of the operatives.
4.4 The Customer is responsible for supervising children and pets during the Service and for preventing them from interfering with the equipment or entering treated areas until it is safe to do so.
5. Pricing and Payments
5.1 All prices are quoted in pounds sterling and, unless expressly stated otherwise, are inclusive of any applicable taxes.
5.2 The Company may require a deposit or prepayment at the time of booking. Any such requirement will be communicated to the Customer before the booking is confirmed.
5.3 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept a range of payment methods, such as cash, bank transfer, or card payment, as indicated in its communications or invoices.
5.4 The Customer agrees to pay all sums due in full and without deduction, set-off, or counterclaim. If payment is not received on the due date, the Company reserves the right to charge interest on the overdue amount at a reasonable daily rate until payment is received in full.
5.5 Any additional work requested by the Customer on the day of service that falls outside the scope of the original quotation may be charged at the Company’s standard rates and is subject to operative availability and time constraints.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or reschedule a confirmed booking by giving the Company reasonable notice in writing. Unless otherwise required by law, the following charges may apply based on notice given.
a. More than 48 hours’ notice before the scheduled start time No cancellation fee.
b. Between 24 and 48 hours’ notice The Company may charge up to 50 percent of the quoted price.
c. Less than 24 hours’ notice or failure to provide access The Company may charge up to 100 percent of the quoted price.
6.2 Where a deposit or prepayment has been made and the Customer cancels within the applicable fee period, the Company may retain all or part of the deposit as a cancellation charge.
6.3 If the Company is unable to attend the appointment due to unforeseen circumstances such as severe weather, vehicle breakdown, staff illness, or other events beyond its reasonable control, the Company will notify the Customer as soon as practicable and offer a new appointment time. The Company will not be liable for any indirect loss or inconvenience arising from such rescheduling.
6.4 If, upon arrival, the operative is unable to gain access to the property within a reasonable time, or the Customer fails to provide a safe working environment, the Company may treat this as a short-notice cancellation and apply the relevant charges.
7. Liability and Exclusions
7.1 The Company will exercise reasonable skill and care in providing the Services. If the Customer is dissatisfied with any aspect of the work, they must notify the Company within 48 hours of completion, providing details and, where applicable, photographs. The Company may arrange a revisit or otherwise seek to remedy the issue where it is reasonably attributable to the Company’s performance.
7.2 The Company’s total liability to the Customer, whether in contract, tort including negligence, or otherwise, in connection with the provision of the Services, shall not exceed the total amount paid or payable by the Customer for the specific Service giving rise to the claim.
7.3 The Company shall not be liable for.
a. Pre-existing damage, wear, or defects in carpets, rugs, upholstery, or other items.
b. Discolouration, shading, pile distortion, shrinkage, or other changes where the risk was explained to the Customer or is inherent to the material and condition of the item.
c. Damage arising from faulty or insecure fittings, inadequate installation, loose gripper rods, defective underlay, or structural issues at the property.
d. Indirect or consequential loss, including loss of profit, loss of use, or loss of enjoyment.
7.4 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be excluded or limited under applicable law.
8. Waste Handling and Environmental Regulations
8.1 The Company will handle waste water, residues, and used materials generated during the performance of the Services in accordance with applicable UK waste and environmental regulations, including those relating to the disposal of trade effluent and chemical substances.
8.2 The Customer must not request or require the Company to dispose of waste in a manner that is unlawful or contrary to local environmental rules, such as discharging waste water into inappropriate drains or outdoor areas where it could cause pollution or nuisance.
8.3 Where the Services involve the removal of limited quantities of solid waste, such as minor debris or used consumables associated with the cleaning process, the Company will dispose of such waste responsibly. Larger volumes of waste or items classed as bulky waste, household rubbish, or hazardous materials are the responsibility of the Customer and are not included within standard cleaning services unless expressly agreed in writing.
8.4 The Customer agrees to follow any reasonable instructions given by the Company regarding ventilation, temporary restriction of access, or other measures intended to minimise environmental impact or ensure compliance with health, safety and waste regulations.
9. Insurance
9.1 The Company maintains public liability insurance and, where applicable, employer’s liability insurance to a level it considers appropriate for the nature of its business.
9.2 Details of the Company’s insurance cover are available on request. Any claim under these Terms and Conditions may be subject to the terms, conditions, and exclusions of the Company’s insurance policies.
10. Complaints and Dispute Resolution
10.1 If the Customer has a complaint about the Services, they must notify the Company in writing as soon as reasonably practicable, and in any event within 48 hours of completion of the relevant work, giving full details.
10.2 The Company will investigate the complaint and may request further information or photographs, or arrange an inspection visit. Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected area, a partial refund, or another appropriate remedy.
10.3 The Company aims to resolve complaints promptly and fairly. If a dispute cannot be resolved directly between the parties, either party may seek to use mediation or other alternative dispute resolution methods before resorting to court proceedings, where reasonably appropriate.
11. Data Protection and Privacy
11.1 The Company collects and processes personal data relating to Customers for the purposes of managing bookings, providing Services, handling payments, and communicating about appointments and offers.
11.2 The Company will handle personal data in accordance with applicable UK data protection laws. Customer information will not be sold to third parties. Data may be shared with trusted service providers only where necessary for the provision of the Services, payment processing, or legal compliance.
12. Amendments to Terms
12.1 The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of the Services offered. Any updated terms will be published or made available to the Customer.
12.2 The version of the Terms and Conditions in force at the time of booking will normally apply to that specific Agreement, unless a change is required by law or regulatory authority.
13. Governing Law and Jurisdiction
13.1 These Terms and Conditions, and any Agreement between the Customer and the Company, are governed by and construed in accordance with the laws of England and Wales.
13.2 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 their subject matter or formation.
14. General Provisions
14.1 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.
14.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any right or remedy prevent any further exercise of that or any other right or remedy.
14.3 The Customer may not assign or transfer their 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 provision of the Services, provided that this does not materially affect the Customer’s rights.
14.4 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior discussions, correspondence, or understandings.