Fulham Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Fulham Carpet Cleaners provides cleaning services to residential and commercial customers. By making a booking, accessing our services, or allowing our operatives to attend 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:
Customer means the person, firm or company booking or receiving the services.
Company means Fulham Carpet Cleaners and any authorised representatives or subcontractors engaged to deliver the services.
Premises means the property or properties at which the services are to be carried out.
Services means carpet, rug, upholstery, mattress, curtain, hard floor, and other related cleaning services as agreed between the Company and the Customer.
Booking means a confirmed request for services made by the Customer and accepted by the Company.
2. Scope of Services
The Company will provide the Services described at the time of booking and confirmed in any booking confirmation. The precise scope of work will depend on the type of cleaning requested, the condition of the items or areas to be cleaned, and any specific instructions agreed in advance.
The Company reserves the right to refuse any job that, in its reasonable opinion, presents a health and safety risk, is beyond the reasonable capacity of the equipment or methods used, or involves activities outside the normal scope of professional cleaning services.
The Company does not guarantee removal of all stains, odours or marks. Some stains may be permanent and are therefore only capable of improvement, not full removal. The Customer acknowledges that results will vary depending on age, type and condition of the carpet, fabric, flooring or surface, as well as prior cleaning and use of cleaning agents.
3. Booking Process
Bookings may be made by the Customer through the Company’s approved booking channels. At the time of booking, the Customer must provide accurate information regarding the Premises, the areas and items to be cleaned, access arrangements, and any relevant conditions such as pets, parking restrictions, or limited access.
The Company may request additional details or images to assess the work required. Any quote provided based on information supplied by the Customer is given in good faith. The Company reserves the right to adjust the price if the information provided was inaccurate, incomplete, or if the condition of the items or Premises differs materially from that described at the time of booking.
A booking is only deemed confirmed when the Company has accepted the booking and, where applicable, the Customer has paid any required deposit or provided card details for pre-authorisation. The Customer is responsible for checking the details in the booking confirmation and notifying the Company promptly of any errors.
4. Access and Parking
The Customer must ensure that the Company’s operatives can gain safe and timely access to the Premises at the agreed date and time. The Customer is responsible for providing accurate directions, access codes, and any necessary keys, passes or authorisations.
The Customer must ensure there is adequate parking or lawful stopping space available in reasonable proximity to the Premises. Where parking charges apply, the Customer will be responsible for reimbursing the Company for all such charges. If no suitable parking is available, the Company may cancel or reschedule the service and apply a cancellation or call-out charge.
If the Company’s operatives are unable to gain access to the Premises at the agreed time, or access is delayed by more than 20 minutes due to circumstances under the Customer’s control, the Company may treat the booking as a same-day cancellation and apply the relevant cancellation charges.
5. Customer Obligations
The Customer must ensure that:
The areas to be cleaned are reasonably tidy and free from excessive clutter, fragile items and personal belongings.
Valuable, delicate or easily damaged items are removed or clearly identified before cleaning commences.
The Premises has running water and electricity available for the duration of the service.
Any pre-existing damage, marks or defects to carpets, flooring, fabrics, furnishings or property are pointed out to the Company’s operatives before cleaning begins.
The Customer or an authorised adult representative is present at the beginning and end of the service to discuss requirements and inspect the work, unless otherwise agreed.
The Customer must not request the Company’s operatives to carry out any work that is unlawful, unsafe, or outside the agreed scope of the Services.
6. Pricing and Quotations
All prices are provided in advance of the service based on the information available at the time of quotation. Quotations may be provided as fixed prices, minimum call-out charges, or estimates subject to inspection.
The Company reserves the right to revise the price if the actual work required is greater than that reasonably anticipated based on the Customer’s description, or if additional areas or items are added by the Customer on arrival. Any change in price will be agreed with the Customer before additional work is carried out.
Prices may be subject to change from time to time. The applicable price is the price quoted or confirmed at the time of booking, except where the booking is amended or extended at the Customer’s request.
7. Payments
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may accept payment by cash, bank card or other approved methods. In some cases, the Company may require full or partial payment in advance or may place a pre-authorisation on the Customer’s card before beginning work.
For commercial customers and account holders, payment terms will be as agreed in writing. If no specific terms are agreed, payment is due within 14 calendar days of the invoice date.
If payment is not received by the due date, the Company reserves the right to charge interest on the overdue amount at the rate permitted by applicable law, together with any reasonable costs incurred in recovering the outstanding sum.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Customer must usually give at least 24 hours’ notice prior to the scheduled start time, unless otherwise specified at the time of booking.
Where less than 24 hours’ notice is given, the Company may charge a cancellation fee up to a reasonable proportion of the booking value to cover administrative and loss of opportunity costs. If the Company’s operatives attend the Premises and are unable to carry out the work due to access issues, unsafe conditions or other factors within the Customer’s control, this may be treated as a same-day cancellation and the full or partial service fee may be charged.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, transport disruption, illness, equipment failure or other operational issues. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any consequential loss arising from such cancellations.
9. Health, Safety and Conduct
The Company is committed to providing services in a safe and professional manner. The Customer must not require or permit the Company’s operatives to use materials, equipment or methods that are unsafe or contrary to the Company’s policies and training.
The Customer must ensure that children, pets and other occupants are kept at a safe distance from equipment, chemicals and work areas during the service. The Company reserves the right to withdraw its operatives from any Premises where their safety or welfare is at risk, including instances of abuse, harassment, aggressive behaviour or unsafe conditions. In such circumstances, the booking may be treated as cancelled by the Customer and the relevant charges may apply.
10. Waste Regulations and Disposal
The Company will handle waste water and debris generated during normal cleaning operations in accordance with applicable waste regulations and environmental standards. Where possible, waste water will be discharged into appropriate domestic drainage systems at the Premises, such as sinks or toilets, provided it is lawful and safe to do so.
The Company is not responsible for the removal and disposal of bulky waste, furniture, appliances or hazardous materials unless this has been expressly agreed as part of the Service. The Customer is responsible for ensuring that any waste they request the Company to handle is lawful to transport and dispose of and does not include hazardous substances such as asbestos, certain chemicals, or clinical waste.
Where particular waste disposal arrangements are required, these must be agreed in advance and may be subject to additional charges. The Customer must not request the Company to dispose of waste in a way that breaches local environmental or waste disposal laws.
11. Damage, Liability and Limitations
The Company will exercise reasonable care and skill in performing the Services. If damage occurs as a direct result of negligence by the Company’s operatives, the Customer must notify the Company as soon as practicable, and in any event within 48 hours of the service, providing details and evidence where available.
The Company may arrange an inspection of the alleged damage and, where appropriate, may offer repair, cleaning, replacement or compensation at its discretion and in line with applicable law and any relevant insurance policies.
The Company is not liable for:
Wear, discolouration or damage that pre-existed the service or that is revealed or made more visible by the cleaning process.
Damage arising from inherent defects in materials, loose fittings, faulty installation, poor condition of carpets, flooring or furnishings, or dye instability.
Damage caused by the Customer’s failure to follow aftercare advice, including guidance on drying times, re-entry to cleaned areas, or use of furniture protectors.
Any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising from the performance or non-performance of the Services.
To the fullest extent permitted by law, the Company’s total liability to the Customer in respect of any claim arising out of or in connection with the Services shall be limited to the total price paid or payable for the specific service giving rise to the claim.
12. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, and no later than 48 hours after completion of the service. The Customer should provide a clear description of the issue and, where appropriate, photographs or other evidence.
The Company will investigate the complaint and may arrange a revisit to inspect the work and, where reasonable, to attempt to rectify the issue. A revisit or rectification will not be offered where the issue results from factors beyond the Company’s control, including new stains, misuse, or failure to follow aftercare advice.
Raising a complaint does not entitle the Customer to withhold payment for services already provided, unless agreed in writing by the Company.
13. Insurance
The Company aims to maintain appropriate insurance cover relevant to its operations, including public liability insurance. Details of insurance can be made available upon request. Insurance cover is subject to the terms and exclusions of the respective policy or policies.
14. Data Protection and Privacy
The Company will collect and process personal data necessary for managing bookings, delivering Services, handling payments, and fulfilling legal obligations. Personal data may include the Customer’s name, address, contact details and service history.
The Company will take reasonable measures to keep personal data secure and will not sell or disclose information to third parties except where necessary to perform the Services, process payments, manage accounts, comply with legal requirements, or where the Customer has given consent.
15. 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. Continued use of the Services after changes have been publicised will constitute acceptance of the updated terms.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 Services provided by the Company.
17. 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, but this shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions, together with any written booking confirmation or service agreement, constitute the entire agreement between the Customer and the Company in relation to the Services. No other statement, representation or promise shall be binding unless expressly agreed in writing by the Company.
