Terms And Conditions
Paddington Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Paddington Carpet Cleaners to residential and commercial customers. By making a booking or allowing our cleaners access to your premises, 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:
Company means Paddington Carpet Cleaners.
Customer means the person, firm or organisation requesting the services of the Company.
Premises means the property or properties where the services are to be performed.
Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain treatment and any related cleaning services provided by the Company.
Cleaner means any employee, contractor or representative engaged by the Company to carry out the Services.
2. Scope of Services
The Company provides professional cleaning services to domestic and commercial Customers within its designated service area. The specific Services to be provided will be confirmed at the time of booking based on the Customer's requirements and the information supplied by the Customer.
The Company reserves the right to decline any booking where it reasonably believes that the Premises are unsafe, inaccessible, or unsuitable for the requested Services.
Any descriptions, estimates, or service outlines given prior to or during the booking process are provided to assist the Customer but do not form a guarantee of particular results, as outcomes may vary depending on the condition, age and type of carpets, flooring and furnishings.
3. Booking Process
Bookings may be made via the Company's accepted communication channels, which may include online forms or other methods as made available from time to time.
The Customer must provide accurate and complete information at the time of booking, including the type and size of the areas to be cleaned, the condition of the carpets and furnishings, any known stains, and any relevant access details or restrictions.
All bookings are subject to availability. The Company will confirm the booking date and time. A booking is not considered accepted until it has been confirmed by the Company.
The Company may request photographs or additional information where necessary to provide an accurate estimate or determine the most suitable cleaning method.
The Customer is responsible for ensuring that parking arrangements for the Company’s vehicle are available and lawful. Any parking charges or penalties incurred due to insufficient or incorrect information provided by the Customer may be added to the final invoice.
4. Estimates and Pricing
Prices may be quoted based on the information supplied by the Customer, calculated per room, per area, per item, or per hour, depending on the type of service.
All estimates are given in good faith but may be subject to revision if the information provided by the Customer is inaccurate, incomplete, or if the actual condition of the Premises or items significantly differs from that described.
Where additional work is required beyond the original estimate, the Company will seek the Customer's approval before proceeding and may adjust the price accordingly.
Unless explicitly stated otherwise, all prices are quoted inclusive of applicable taxes as required by law.
5. Payments and Charges
Payment terms will be confirmed at the time of booking. The Company may require payment in advance, at the time of service, or by invoice payable within a specified period, depending on the nature of the service and the Customer's status.
Accepted payment methods will be indicated by the Company and may include card payment, bank transfer, or other standard methods of payment.
Where payment is not made on the day of service, the Customer agrees to settle any invoice in full within the stated payment period. Failure to pay within this period may result in additional charges, including reasonable late payment fees and any costs incurred in the recovery of the outstanding amount.
The Company reserves the right to suspend or decline further services where there are overdue invoices or unresolved payment issues.
6. Customer Obligations
The Customer must ensure that the Premises are accessible at the agreed time and that there is sufficient lighting, electricity and running water for the performance of the Services.
The Customer is responsible for securing and removing any fragile, delicate or valuable items from the areas where the Services will be carried out. The Company will not be liable for damage to items that should reasonably have been moved or protected by the Customer in advance.
The Customer must inform the Company of any known hazards, risks, or health and safety concerns at the Premises before the Services commence. This includes, but is not limited to, loose flooring, faulty electrical installations, and the presence of any harmful substances.
Where children, pets or other occupants are present at the Premises, the Customer is responsible for ensuring that they are kept away from the work areas and any equipment or cleaning solutions used by the Company.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the Company reasonable notice in accordance with this clause.
Where the Customer cancels a booking more than 24 hours before the scheduled start time, any pre-paid amounts may be refunded or applied to a future booking at the Company’s discretion.
Where the Customer cancels or reschedules a booking less than 24 hours before the scheduled start time, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled service, to cover administrative and allocation costs.
If the Cleaner is unable to gain access to the Premises at the agreed time, or if the Customer is not present where required and has not made suitable arrangements for access, this may be treated as a late cancellation and a cancellation fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including but not limited to extreme weather, transport disruption, illness, or other operational issues. In such cases, the Company will make reasonable efforts to offer an alternative appointment.
8. Service Performance and Limitations
The Company will carry out the Services with reasonable skill and care, using suitable cleaning methods and products appropriate to the surfaces and materials involved.
While the Company will make every reasonable effort to remove stains and soiling, certain stains may be permanent or only partially removable due to their nature, age, prior treatments, or the material of the carpet or upholstery. The Company does not guarantee complete stain removal in every case.
The Customer acknowledges that some materials are more sensitive than others and that pre-existing wear, fading, or damage may become more visible after cleaning. The Company is not responsible for such pre-existing conditions or for any change in appearance that arises as a natural consequence of thorough cleaning.
Drying times for carpets and upholstery may vary depending on ventilation, temperature, humidity, and the type of material. The Company will provide general guidance, but cannot guarantee specific drying times.
9. Liability and Insurance
The Company maintains appropriate insurance cover for its activities. Details of cover can be made available upon reasonable request.
The Company will not be liable for any loss or damage arising out of or related to the Services except where such loss or damage is caused by the negligence or breach of duty of the Company or its Cleaners.
Where the Company is found liable, its liability shall be limited to the lesser of the cost of rectifying the damage or the total price paid or payable for the specific Services in respect of which the claim arises, except where such limitation is prohibited by law.
The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any loss arising from delays or inability to use the Premises while cleaning or drying is in progress, to the fullest extent permitted by law.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot lawfully be excluded or limited.
10. Damage and Reporting
The Customer must report any alleged damage, breakage or unsatisfactory performance of the Services to the Company as soon as reasonably practicable and in any event within 48 hours of completion of the relevant Services.
The Customer should provide reasonable details of the issue, including photographs if available, and allow the Company a reasonable opportunity to inspect and, where appropriate, attempt to rectify the matter.
Failure to report issues within the specified timeframe may affect the Company’s ability to investigate and, where appropriate, resolve the matter.
11. Waste Handling and Environmental Compliance
The Company is committed to handling waste and used materials in a manner that complies with applicable waste and environmental regulations.
Normal waste produced during the course of cleaning, such as used cleaning solutions, cloths and minor debris, will be managed by the Company in accordance with standard industry practice and relevant regulations.
The Customer is responsible for informing the Company in advance if there is any hazardous, contaminated or regulated waste present at the Premises. The Company does not ordinarily remove or handle hazardous waste materials. If such materials are discovered, the Cleaner may suspend work in the affected area and the Company may charge a reasonable fee for any additional time or protective measures required.
Where the removal of larger volumes of waste or bulky items is requested, this may be subject to additional charges and, where applicable, the use of licensed waste carriers, in order to comply with legal and environmental obligations.
12. Access, Keys and Security
Where the Customer provides keys, access codes or other means of entering the Premises, the Company will take reasonable care to ensure their safe custody and use solely for the purpose of delivering the Services.
If keys are supplied, the Customer must ensure they are clearly labelled but without revealing the full address. The Company will not accept responsibility for loss or theft arising from keys or access information that is inadequately anonymised by the Customer.
At the end of each visit, the Cleaner will follow the Customer’s reasonable instructions regarding locking up and securing the Premises. The Company shall not be liable for any loss arising from the Customer’s failure to provide clear instructions or from pre-existing security weaknesses.
13. Health and Safety
The Company will operate in accordance with applicable health and safety requirements and will take reasonable steps to protect the wellbeing of its Cleaners and the Customer’s occupants and visitors.
Certain areas or items may be excluded from cleaning if the Cleaner reasonably considers them unsafe or likely to cause harm, damage or injury. This includes, but is not limited to, unstable fixtures, damaged electrical items, or surfaces at excessive height without appropriate equipment.
14. Complaints and Dispute Resolution
The Company aims to provide a professional service and to resolve any complaints promptly and fairly.
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, outlining the nature of the complaint and providing any supporting information.
The Company will review the complaint, may ask for further details or evidence, and will propose a resolution where appropriate. This may include re-cleaning specific areas, offering a partial refund, or another form of remedy, depending on the circumstances.
15. Variation of Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the Company’s operations.
The version of the Terms and Conditions in force at the time of the Customer’s booking will apply to that specific booking, unless changes are required by law or mutually agreed in writing.
16. Data Protection and Privacy
The Company will collect and process personal data provided by the Customer strictly for the purpose of managing bookings, delivering the Services, handling payments, and where necessary, complying with legal obligations.
The Company will take reasonable steps to keep such data secure and will not share it with third parties except where necessary to provide the Services, process payments, or comply with legal requirements.
17. Governing Law and Jurisdiction
These Terms and Conditions and any non-contractual obligations arising out of or in connection with them 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 over any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
18. General Provisions
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.
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 to deliver the Services.
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 previous agreements or understandings, whether written or oral, relating to the same subject matter.
