Dulwich Carpet Cleaning Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, upholstery and related cleaning services by Dulwich Carpet Cleaning to residential and commercial customers. By making a booking, accepting a quotation, or allowing our operatives to commence work at 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:

Client means the person, company or organisation requesting the services and responsible for payment.

Company means Dulwich Carpet Cleaning, its owners, employees, operatives and authorised representatives.

Services means any carpet cleaning, rug cleaning, upholstery cleaning, mattress cleaning, stain treatment, odour treatment, hard floor cleaning, or any other service provided by the Company.

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

Agreement means the contract between the Client and the Company, consisting of these Terms and Conditions and any written confirmation of booking or quotation.

2. Scope of Services

The Company will provide the Services as agreed with the Client during the booking process or as set out in any written quotation. The Company reserves the right to decline any work which it deems unsafe, unsuitable, or beyond its professional competence or equipment capability.

All Services are provided on the basis of a reasonable efforts obligation. While the Company will use appropriate methods, products and machinery to achieve the best possible outcome, it does not guarantee the removal of all stains, odours, marks, or defects in carpets, rugs, upholstery or other surfaces.

3. Booking Process

3.1 Bookings may be made by the Client by phone, through an online booking form, or in writing. The Company will confirm the booking details, including the date, approximate arrival time, and a description of the requested Services.

3.2 Any quotation given prior to inspection of the Premises is an estimate based on the information provided by the Client. The Company reserves the right to amend the quotation after inspection where the condition, size, access or other relevant factors differ from those originally described.

3.3 Bookings are accepted subject to availability of operatives and equipment. The Company may refuse or reschedule a booking at its discretion, for example in the case of staff illness, adverse weather conditions or circumstances beyond its control.

3.4 The Client is responsible for providing accurate information during the booking process, including access arrangements, parking restrictions, property type, and approximate sizes or quantities of items to be cleaned.

4. Access, Parking and Client Responsibilities

4.1 The Client must ensure that the Company has safe and reasonable access to the Premises at the agreed time. This includes providing any keys, access codes, instructions for entry, and information about security systems or alarms.

4.2 The Client must arrange suitable parking for the Company vehicle as close as reasonably possible to the Premises. Any parking fees or permits required are the responsibility of the Client and may be added to the final invoice.

4.3 The Client must remove fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned, or clearly identify any items that must not be moved or cleaned. The Company accepts no responsibility for damage to items left in or on the areas to be treated which reasonably should have been removed by the Client.

4.4 The Client must inform the Company of any known risks at the Premises, including loose floorboards, damaged carpets, unstable furniture, electrical hazards, or any other condition that may affect the safety of the operatives or the effectiveness of the Services.

5. Pricing and Quotations

5.1 Prices are usually given per room, per item, per area or on an hourly or fixed project basis. All prices will be confirmed to the Client before work commences.

5.2 Quotations are valid for a limited period as specified by the Company or, if no period is specified, for 30 days from the date of issue, provided that the information originally supplied by the Client remains accurate.

5.3 The Company reserves the right to adjust its prices at any time. Revised prices will not affect Services already booked and confirmed unless there is a material change in the scope or nature of the work requested by the Client.

5.4 Any additional Services requested by the Client on the day of cleaning that were not included in the original quotation may be charged at the Companys standard rates and are subject to operative availability and time constraints.

6. Payments

6.1 Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may request full or partial payment in advance for certain bookings.

6.2 The Company may accept various forms of payment, such as bank transfer, card payment or cash, subject to availability and any applicable processing requirements. The accepted methods of payment will be communicated to the Client during the booking process or before completion of the work.

6.3 For commercial Clients or repeat business accounts, payment terms may be agreed separately in writing. In the absence of such agreement, payment is due within 14 days of the invoice date.

6.4 If payment is not received by the due date, the Company reserves the right to charge interest on the outstanding amount at the statutory rate permitted under UK law, accruing daily until payment is made in full, and to recover all reasonable costs of collection.

7. Cancellations and Rescheduling

7.1 The Client may cancel or reschedule a booking by providing notice to the Company. The following cancellation terms will normally apply:

a. More than 48 hours before the scheduled appointment: no cancellation fee.

b. Between 24 and 48 hours before the appointment: the Company may charge up to 50 percent of the quoted price.

c. Less than 24 hours before the appointment, or if the Client fails to provide access on arrival: the Company may charge up to 100 percent of the quoted price.

7.2 Any non-refundable deposits taken at the time of booking may be retained by the Company in the event of late cancellation or failure to provide access.

7.3 The Company may cancel or reschedule a booking where necessary due to circumstances beyond its reasonable control, including but not limited to illness, vehicle breakdown, extreme weather, accidents, or other operational issues. In such cases, the Company will offer the Client an alternative appointment. The Company shall not be liable for any indirect or consequential loss arising from such cancellation.

8. Condition of Carpets, Upholstery and Surfaces

8.1 The Client acknowledges that the success of any cleaning process depends on the age, condition, fibre type, construction, previous treatments, and level of soiling or staining of the items to be cleaned.

8.2 The Company will carry out a visual assessment prior to work where reasonably possible. However, some damage, staining or defects may not be visible or apparent before cleaning commences.

8.3 The Company does not accept responsibility for pre-existing damage, wear, discolouration, shrinkage, colour bleed, loose seams, fraying, or other inherent weaknesses in carpets, rugs, upholstery or other surfaces, whether or not such issues are evident before cleaning.

8.4 Delicate fabrics, unstable dyes, or items labelled dry clean only may be cleaned only at the Clients express request and risk. The Company may refuse to treat any item if it reasonably believes that cleaning could cause damage beyond acceptable limits.

9. Stain and Odour Treatment

9.1 The Company will use suitable cleaning agents and techniques in an effort to reduce or remove stains and odours. However, due to the nature of certain substances and the time elapsed since contamination, complete removal cannot be guaranteed.

9.2 Some stains may become more visible after cleaning where surrounding soiling is removed. Similarly, odours originating from underlay, subflooring or structural elements may persist even after surface treatment.

9.3 The Company will not be liable for any loss or dissatisfaction arising from the failure to remove a particular stain or odour, provided that reasonable care and appropriate professional methods have been used.

10. Liability and Insurance

10.1 The Company will exercise reasonable care and skill in the performance of the Services. The Company maintains appropriate liability insurance as required for its operations in the UK.

10.2 The Companys liability for any loss or damage arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the lesser of the replacement cost of the damaged item or the total fees paid by the Client for the specific Service giving rise to the claim.

10.3 The Company shall not be liable for any indirect, consequential or special loss, including but not limited to loss of profit, loss of revenue, loss of use, or loss of opportunity, arising out of or in connection with the provision of the Services.

10.4 The Company shall not be liable for any act, omission or default of the Client, including failure to provide accurate information, safe access, adequate power or water supply, or appropriate preparation of the Premises.

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

11. Complaints and Service Quality

11.1 If the Client is not satisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the work.

11.2 The Company will, where appropriate and practicable, arrange to revisit the Premises to inspect the issue and may, at its discretion, re-clean the affected area or provide a partial refund. This shall be the Clients sole and exclusive remedy in respect of any alleged defect in the Services.

11.3 Complaints raised more than 48 hours after completion may not be accepted, as further use of the carpets or upholstery, additional soiling, or other subsequent factors may affect the condition and make assessment impossible.

12. Health, Safety and Waste Regulations

12.1 The Company will take reasonable measures to comply with applicable UK health and safety regulations while working at the Premises. The Client agrees to cooperate with any reasonable request relating to safety.

12.2 Some cleaning products and processes may require temporary restricted access to certain areas, for example while carpets are drying. The Client is responsible for ensuring that children, pets and vulnerable persons do not enter these areas until it is safe to do so.

12.3 The Company will handle and dispose of any waste generated during the performance of the Services in accordance with relevant UK waste and environmental regulations. This may include the safe disposal of waste water and any removed residues or materials.

12.4 Where significant quantities of waste or specialist waste handling are required, additional charges may apply and will be agreed with the Client before such work is carried out.

13. Property Keys and Security

13.1 If the Client provides keys or access devices to the Company, these will be used solely for the purpose of carrying out the Services and will be returned after completion unless otherwise agreed.

13.2 The Company will take reasonable care to ensure the security of the Premises while on site, but it is the Clients responsibility to ensure that all windows, doors and access points are locked or secured once the operatives have left.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data such as the Clients name, address, and contact details solely for the purposes of managing bookings, providing the Services and handling payments and communications.

14.2 The Company will take reasonable steps to protect personal data against unauthorised access, misuse or disclosure and will not sell such data to third parties.

15. Force Majeure

15.1 The Company shall not be in breach of this Agreement or otherwise liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, flood, fire, strikes, lockouts, pandemics, governmental restrictions, or failure of transport or utilities.

16. Variation of Terms

16.1 The Company reserves the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Clients booking will apply to that booking.

17. Governing Law and Jurisdiction

17.1 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.

17.2 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.

18. Entire Agreement

18.1 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements, whether written or oral.

18.2 If any provision of these Terms and Conditions is held to be invalid or unenforceable by a court or other competent authority, the remaining provisions shall remain in full force and effect.

By proceeding with a booking, the Client confirms that they have read, understood and agreed to these Terms and Conditions.