Terms And Conditions
Notting Hill Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Notting Hill Carpet Cleaning provides carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and Notting Hill Carpet Cleaning.
Definitions
In these Terms and Conditions, the following expressions shall have the meanings set out below:
Customer means the individual or business requesting the services of Notting Hill Carpet Cleaning.
Company means Notting Hill Carpet Cleaning.
Premises means the property or location where the services are to be carried out.
Services means carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any related services agreed between the Customer and the Company.
Technician means any employee, contractor, or representative of the Company who performs the Services.
Scope of Services
The Company will provide the Services as agreed at the time of booking, which may include carpet cleaning, rug cleaning, upholstery cleaning and related treatments. The specific Services, areas to be cleaned and any special instructions will be confirmed with the Customer before work commences.
The Company reserves the right to decline or discontinue any Service where it is not safe, lawful, or reasonably practicable to proceed, including but not limited to risks relating to health and safety, access, or the condition of the Premises.
Service Area
The Company provides Services primarily within Notting Hill and surrounding areas in London. Acceptance of bookings may be subject to location, and additional travel charges may apply for addresses outside the Company’s usual operating area. Any such charges will be communicated to the Customer prior to confirmation of the booking.
Booking Process
Customers may request a booking by contacting the Company and providing accurate details, including the address of the Premises, type of property, approximate room sizes or number of items, and any specific concerns such as stains, pet odours, or delicate materials.
The Company may provide an estimated quote based on the information supplied by the Customer. The Customer is responsible for ensuring all information provided is accurate and complete, as this may affect the estimated price and the time required to complete the Services.
A booking is not confirmed until the Company has accepted the request and has provided confirmation of the appointment date, arrival window, and indicative price. The Company may require a deposit to secure the booking, particularly for larger jobs, commercial premises, or weekend and evening appointments.
The Company will make reasonable efforts to arrive within the agreed time window but does not guarantee exact arrival times. Any changes or delays will be communicated to the Customer as soon as reasonably practicable.
Customer Responsibilities
The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed time, including suitable parking arrangements where applicable. Any parking charges or access fees incurred will be the responsibility of the Customer.
The Customer must remove fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned before the Technician arrives. The Company will not be responsible for moving heavy furniture, electronic equipment, or items that may present a risk of damage or injury.
The Customer must inform the Company in advance of any known hazards or sensitivities at the Premises, such as loose floor coverings, weak flooring, pre-existing damage, or allergy concerns regarding cleaning products.
Pricing and Quotations
Prices are based on the information provided by the Customer and the Services requested. Quotations given prior to inspection are estimates only and may be adjusted upon arrival if the actual condition, size, or nature of the work differs from that described.
Where additional work is required that was not originally quoted, the Technician will seek the Customer’s approval before proceeding. This may include heavily soiled areas, additional rooms, specialist stain treatments, or unexpected access issues.
All prices are expressed in pounds sterling. Any applicable taxes will be clearly indicated to the Customer before payment is taken.
Payments
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services on the day of the visit. The Company may accept various methods of payment, which will be confirmed at the time of booking or prior to commencement of work.
For commercial clients or larger projects, alternative payment terms may be agreed, including invoicing with a specified payment period. In such cases, the Customer agrees to pay the invoice in full by the due date stated.
Where a deposit has been taken, this will be deducted from the final amount due. Deposits may be non-refundable in the event of late cancellation or failure to provide access, as further detailed in the cancellation and rescheduling section.
If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in pursuing payment.
Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid charges, the Customer should provide reasonable advance notice. The Company may specify a minimum notice period for cancellation or rescheduling, typically at least 24 hours before the scheduled appointment.
If the Customer cancels or reschedules with less than the required notice, the Company may retain any deposit paid or charge a late cancellation fee to cover allocated time, administrative costs, and any lost opportunity to take other bookings.
If the Technician arrives at the Premises and is unable to gain access, or if the Customer is not present where required and has not made arrangements for entry, this may be treated as a late cancellation. In such circumstances, call-out charges or the full quoted amount may be payable at the Company’s discretion.
The Company reserves the right to cancel or reschedule an appointment due to circumstances beyond its reasonable control, including illness, vehicle breakdown, extreme weather, or other unforeseen events. In these cases, the Company will offer an alternative appointment as soon as reasonably practical and will not be liable for any consequential loss.
Service Standards and Limitations
The Company aims to provide a high-quality cleaning service, using appropriate techniques and products for the surfaces and materials treated. However, results may vary depending on the age, type, and condition of carpets and fabrics, as well as the nature and duration of stains.
The Company does not guarantee complete removal of all stains, odours, or marks, particularly where they are permanent, have been treated previously with other products, or have damaged the fibres or backing material.
Drying times after cleaning can vary and depend on ventilation, temperature, humidity, and fabric type. The Customer is responsible for ensuring adequate ventilation and for keeping children and pets away from damp areas until they are fully dry.
Damage and Liability
The Company will exercise reasonable care and skill in providing the Services. If damage occurs as a direct result of negligence by the Company or its Technicians, the Company will seek to repair the damage or compensate the Customer, subject to the limitations set out in this section.
The Company’s liability shall be limited to the cost of the affected item or the cost of repair or replacement, whichever is lower, and shall not exceed the total price paid for the Services in respect of the appointment during which the damage occurred.
The Company shall not be liable for any of the following:
Pre-existing damage, wear and tear, fading, discolouration, loose seams, weak fibres, or defects in carpets, rugs, upholstery or other surfaces.
Damage arising from factors outside the Company’s control, including but not limited to structural defects, poor installation, hidden wiring or pipes, or items left in pockets or under furniture.
Any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
The Customer must notify the Company of any alleged damage or dissatisfaction with the Services within 48 hours of completion. The Company shall be given a reasonable opportunity to inspect and, where appropriate, rectify any issues. Failure to provide prompt notice may affect the Company’s ability to investigate and resolve the matter.
Customer Property and Personal Items
The Customer is responsible for safeguarding valuables, fragile items, and personal belongings before the Technician arrives. The Company accepts no liability for loss or damage to items that have not been removed from the work areas, unless caused by the Company’s proven negligence.
If the Technician discovers items of value left in or under furniture, the Technician will take reasonable steps to inform the Customer. However, the Company cannot accept responsibility for any valuables not secured or removed by the Customer prior to the visit.
Health, Safety and Access
The Company takes health and safety seriously and will use cleaning products and equipment in accordance with applicable regulations and guidance. The Customer agrees to follow any reasonable instructions given by the Technician regarding safety during and after the cleaning process.
The Customer must ensure that children, pets, and vulnerable persons are kept away from cleaning equipment, damp floors, cables, and chemicals during the Service and until the areas are safe and dry.
If the Technician considers any area to present a significant health or safety risk, the Company may refuse to carry out the work in that area and will inform the Customer of the reasons.
Waste and Environmental Regulations
The Company will handle any waste generated as part of the cleaning process in accordance with relevant UK waste and environmental regulations. This may include disposal of used cleaning materials, contaminated water, and other waste products arising from the Services.
The Company will not remove general household waste, building rubble, or other refuse that is not directly related to the cleaning Services. The Customer remains responsible for the proper disposal of such waste.
Where practical, the Company seeks to use cleaning methods and products that are efficient and mindful of environmental impact. However, the Company may use specialist products where necessary to treat particular stains or issues, and these will be used in accordance with manufacturer instructions and applicable safety guidelines.
Insurance
The Company maintains appropriate insurance cover in relation to its Services. Details of insurance may be made available to Customers on request. The existence of insurance does not extend or increase the Company’s liability beyond the terms set out in these Terms and Conditions.
Complaints and Dispute Resolution
If the Customer is not satisfied with any aspect of the Services, they should contact the Company as soon as possible, and in any event within 48 hours of completion. The Company will review the complaint and, where appropriate, may offer a re-visit to inspect or attempt to rectify any reasonable issues.
The Company aims to resolve complaints amicably and promptly. If a dispute cannot be resolved directly, the parties may consider independent mediation or other forms of alternative dispute resolution where appropriate.
Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Customers are encouraged to review the Terms and Conditions periodically to remain informed about any changes.
Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, including any non-contractual disputes or claims, 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 their subject matter.
Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
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 any prior understandings, representations or agreements, whether written or oral, relating to the subject matter.
