Terms And Conditions

Ilford Carpet Cleaning Terms and Conditions

These Terms and Conditions set out the basis on which Ilford Carpet Cleaning provides professional cleaning services to residential and commercial customers. By booking or using any of 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 expressions have the meanings set out below:

Customer means the individual, business, or organisation booking or receiving services from Ilford Carpet Cleaning.

Company, we, us, our means Ilford Carpet Cleaning, the provider of the services.

Services means any cleaning, stain treatment, upholstery cleaning, carpet cleaning, rug cleaning or related work carried out by the Company.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Customer and the Company for the supply of Services, incorporating these Terms and Conditions.

2. Scope of Services

The Company provides professional cleaning services which may include, but are not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, and related cleaning tasks as agreed at the time of booking.

The exact scope of work will be confirmed in writing or verbally at the time of booking, and may be supported by a quotation outlining the areas or items to be cleaned and the approximate duration of work.

All Services are subject to the condition and accessibility of the Premises and items to be cleaned, and may be adjusted on arrival if the actual conditions differ significantly from the information provided at the time of booking.

3. Booking Process

Bookings may be requested by the Customer through the Companys chosen communication channels. The Company reserves the right to accept or decline any booking request at its sole discretion.

A booking is considered provisional until it has been confirmed by the Company. Confirmation may be given verbally or in writing. Once confirmed, a binding Agreement is formed between the Customer and the Company, subject to these Terms and Conditions.

The Customer is responsible for providing accurate and complete information when requesting a quotation or making a booking, including the size and type of areas to be cleaned, the condition of carpets or upholstery, parking arrangements, access instructions, and any known issues such as previous damage, severe staining, or infestation.

The Company may request photographs or additional information before or after providing a quotation to ensure an accurate assessment of the work required.

4. Quotations and Pricing

Any quotation provided by the Company is based on the information supplied by the Customer and the typical time and materials required. Quotations may be given as a fixed price or estimate.

The Company reserves the right to amend a quotation on arrival or during the provision of the Services where:

The information provided by the Customer was incomplete or inaccurate.

The condition of the carpets, rugs or upholstery is materially worse than described.

Additional rooms, areas, or items are requested by the Customer.

Where a quotation needs to be amended, the Company will inform the Customer before proceeding with any additional chargeable work.

All prices are given in pounds sterling and, where applicable, will state whether value added tax is included or excluded.

5. Access to the Premises

The Customer must ensure that the Company has safe and reasonable access to the Premises at the agreed date and time. This includes suitable parking arrangements near the Premises to enable unloading of equipment.

The Customer is responsible for providing access to the Premises at the scheduled time. Where the Customer or their representative is not present and entry cannot be gained, the visit may be treated as a late cancellation and a fee may be charged in accordance with the cancellation terms below.

The Customer must notify the Company in advance of any access restrictions, security procedures, or building regulations that may affect the provision of the Services.

6. Customer Obligations

The Customer agrees to:

Provide accurate information regarding the areas and items to be cleaned.

Ensure that the Premises is reasonably clear of clutter and that small, fragile, or valuable items are moved or protected in advance.

Ensure that pets and children are kept away from the working area for safety reasons.

Advise the Company of any existing damage, wear, discolouration, or defects in carpets, rugs, upholstery or flooring, including loose seams, weak fibres or colour fading.

Ensure that there is access to a suitable water supply and electricity, where required for the Services.

7. Payments and Charges

Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises.

The Company may accept various methods of payment, which will be communicated to the Customer in advance or at the time of booking.

For commercial Customers or larger projects, the Company may issue an invoice with payment terms specified on the invoice. Late payment may attract interest and administrative charges in accordance with applicable UK legislation.

The Company may require a deposit or advance payment to secure a booking, particularly for larger jobs, specialist treatments, or peak period appointments. Any such deposit requirements will be made clear at the time of booking.

All Services must be paid for in full. The Company reserves the right to withhold further Services or cancel future bookings where there are outstanding overdue payments.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving reasonable notice to the Company.

Where the Customer cancels or reschedules more than 24 hours before the scheduled start time, no cancellation fee will normally apply, unless otherwise stated at the time of booking.

Where the Customer cancels or reschedules within 24 hours of the scheduled start time, the Company reserves the right to charge a late cancellation fee. This may be up to a percentage of the quoted price or a fixed call-out fee to cover time and administrative costs.

If the Customer is not present at the Premises at the agreed time and access cannot be obtained, the booking may be treated as a cancellation within 24 hours and a cancellation fee may apply.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including staff illness, equipment failure, severe weather, or issues affecting access to the Premises. In such cases, the Company will offer the next available suitable appointment and will not be liable for any indirect losses arising from such cancellation.

9. Service Standards and Limitations

The Company aims to provide Services with reasonable skill and care in accordance with industry practices for carpet and upholstery cleaning.

While the Company will use appropriate cleaning methods and professional judgment, no guarantee can be given that all stains, marks, odours, or wear will be completely removed. Some stains may be permanent or may only improve partially due to previous damage, age, fibre type, or previous cleaning attempts.

The Customer acknowledges that certain items may be more susceptible to damage, including but not limited to natural fibres, sisal, seagrass, silk, viscose, and heavily worn or sun-faded carpets and fabrics. The Company will exercise care but cannot accept liability for damage where such vulnerabilities exist and have been explained to the Customer.

Any drying times provided by the Company are estimates only and may vary depending on ventilation, temperature, pile thickness, and humidity.

10. Liability and Insurance

The Company will take reasonable care when providing the Services. If the Company causes damage to the Premises or to items within it due to negligence, the Company will, at its option, repair the damage, pay the reasonable cost of repair, or compensate the Customer for the reasonable loss, subject to the limitations below.

The Companys total liability to the Customer in respect of any single event or series of connected events arising out of or in connection with the Services shall not exceed the total fees paid or payable by the Customer for the specific booking in question, except where liability cannot be limited by law.

The Company shall not be liable for:

Any pre-existing damage, defects, or wear and tear in carpets, rugs, upholstery, or furnishings.

Any damage arising from the failure of the Customer to disclose relevant information about the condition or composition of items to be cleaned.

Any discolouration, shrinkage, or texture change where the item is inherently prone to such issues due to its manufacture, age, or previous treatments.

Any loss of profit, loss of business, or indirect or consequential loss suffered by the Customer.

Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under UK law.

11. Claims and Complaints

If the Customer has any concerns about the Services provided, they must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion of the work.

The Company will investigate any complaint and may request photographs, further details, or an opportunity to re-visit the Premises to inspect the issue.

Where a complaint is upheld, the Company may, at its discretion, re-clean the affected area, provide a partial refund, or offer another appropriate remedy. Any such remedy will be limited in accordance with the liability provisions in these Terms and Conditions.

12. Waste Handling and Environmental Compliance

The Company will handle wastewater and cleaning residues in accordance with applicable UK environmental and waste regulations.

During the provision of Services, wastewater will normally be disposed of via appropriate sanitary systems at the Premises, where permitted and suitable. The Customer consents to such disposal unless it is prohibited by the Customer or by specific building regulations.

The Company will not dispose of hazardous waste or items such as syringes, clinical waste, or regulated chemicals. Where hazardous waste is encountered, the Company may suspend work until the area is made safe by the Customer or an appropriate third party.

Where the Service involves removal of bulky waste or contaminated materials, any additional waste disposal charges will be communicated to the Customer in advance where reasonably possible.

The Company aims to use cleaning products responsibly and may use solutions that are appropriate for the specific materials and level of soiling. The Customer should inform the Company in advance of any allergies, sensitivities, or specific environmental concerns so that suitable products can be selected where available.

13. Health and Safety

The Company follows reasonable health and safety procedures while carrying out Services. Cleaning may involve the use of machinery, hoses, and wet surfaces, and the Customer agrees to keep children, pets, and unnecessary personnel away from the immediate working area to avoid accidents.

The Customer must inform the Company of any health and safety risks at the Premises, such as loose floor coverings, defective electrical sockets, or other hazards.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations under this Agreement where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, power failure, transport disruption, strikes, or public health restrictions.

15. Data Protection and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, handling payments, and maintaining records. Such data will be handled in accordance with applicable UK data protection laws.

The Company will take reasonable steps to protect personal data against unauthorised access, loss, or misuse and will only retain such data for as long as necessary to fulfil the purposes for which it was collected or as required by law.

16. Amendments to Terms and Conditions

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or communicated and will apply to all bookings made thereafter.

For existing confirmed bookings, the version of the Terms and Conditions in force at the time of booking will normally apply, unless changes are required by law.

17. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, 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 and Conditions or the Services provided.

18. General Provisions

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court, that provision shall be removed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

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.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the supply of the Services and supersede any prior agreements, understandings, or representations, whether written or oral.