Dulwich Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Dulwich Carpet Cleaners provides carpet, upholstery, and related cleaning services to residential and commercial clients. By making a booking or using 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.
Client means the individual, business, or organisation requesting and receiving the services.
Company means Dulwich Carpet Cleaners, the provider of the services.
Services means carpet, rug, upholstery, mattress, and related cleaning and stain treatment services, along with any additional services agreed between the Company and the Client.
Premises means the property or location where the services are to be carried out.
Agreement means the contract between the Company and the Client comprising these Terms and Conditions and any written or verbal confirmation of booking.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery, and other soft furnishings, along with related treatments such as stain removal, deodorising, and sanitising where requested and agreed.
The exact scope of services will be confirmed at the time of booking based on the information provided by the Client, the size and condition of the items or areas to be cleaned, and any specific requirements discussed.
The Company reserves the right to decline or modify a service request where, in its professional opinion, the requested work is unsafe, unsuitable, or impracticable, or where conditions at the Premises differ significantly from the description provided by the Client.
3. Booking Process
Bookings may be requested by the Client via the Companys accepted communication channels. The Client must provide accurate information regarding the type of service required, the size and number of items or rooms, the condition of the carpets or upholstery, any known stains, and details of access and parking.
A booking is not confirmed until the Company issues a booking confirmation. This may be provided verbally or in writing, and may be subject to a deposit payment where applicable. The Company reserves the right to refuse any booking at its discretion.
Where the Company provides an estimated time of arrival or duration for the service, this is an estimate only. While the Company will use reasonable endeavours to attend within the agreed time window, delays may occur due to traffic, previous jobs, or other circumstances beyond the Companys control.
The Client must ensure that a responsible adult is present at the Premises for the duration of the service, unless otherwise agreed in advance. The Client is responsible for providing safe and suitable access to the Premises, including the provision of any necessary parking arrangements and instructions.
4. Estimates, Quotations and Pricing
Any estimate or quotation provided by the Company is based on the information supplied by the Client and on the assumption of normal levels of soiling and reasonable access to the Premises.
The Company reserves the right to amend the price where the actual condition, size, access, or other relevant factors differ from those described at the time of booking. In such cases, the Company will endeavour to notify the Client before commencing work. If the Client does not accept the revised price, the Company may cancel the booking. The Client may be liable for a call out or cancellation charge where applicable.
Unless otherwise stated, all prices are stated in pounds sterling and are exclusive of any applicable taxes which, if payable, will be added to the total amount due.
5. Payments
Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due immediately on completion of the services at the Premises.
The Company accepts payment by the methods notified to the Client at the time of booking or at the Premises. The Client is responsible for ensuring that sufficient funds are available. Where payment is not made on completion, the Company reserves the right to charge interest on overdue amounts at the statutory rate, as well as reasonable costs of debt recovery.
For certain bookings, including larger commercial work or multi visit projects, the Company may require a deposit or part payment in advance. Deposits are non refundable unless otherwise expressly agreed or where the Company cancels the booking without fault on the part of the Client.
6. Client Obligations
The Client agrees to
Provide accurate and complete information about the Premises, access, and items to be cleaned.
Ensure that the Premises are safe, reasonably tidy, and accessible for the Companys operatives, including the removal of fragile items, personal belongings, and small furniture where required.
Advise the Company in advance of any known issues such as loose fittings, damaged carpets or upholstery, weak flooring, electrical hazards, or any other risk which may affect the service.
Provide access to electricity and water where required for the performance of the services.
Supervise children, pets, and vulnerable persons at the Premises during the visit, ensuring that they are kept away from equipment, chemicals, and work areas.
The Client accepts responsibility for moving heavy furniture, valuable items, or electronic equipment unless otherwise agreed. The Company reserves the right not to move certain items where it considers doing so to be unsafe or likely to cause damage.
7. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving the notice specified by the Company at the time of booking. Where adequate notice is not provided, the Company may charge a cancellation fee or retain any deposit paid. This is to cover the costs of allocated time and loss of other bookings.
If the Company arrives at the Premises and cannot gain access, or if the service cannot proceed due to circumstances within the Clients control, such as no parking, no access to electricity or water, or an unsafe environment, this may be treated as a late cancellation and a call out or cancellation fee may be charged.
The Company reserves the right to cancel or reschedule a booking in the event of staff illness, equipment failure, extreme weather, or other circumstances beyond its reasonable control. In such cases, the Company will use reasonable endeavours to notify the Client as soon as practicable and to offer an alternative appointment. The Company will not be liable for any consequential losses arising from such cancellation or rescheduling.
8. Performance of the Services
The Company will carry out the services with reasonable care and skill, in accordance with industry practice and using appropriate cleaning methods and products for the materials treated.
While the Company will use its professional expertise to achieve the best possible results, the Client acknowledges that the outcomes of cleaning can be affected by factors such as the age and type of carpet or fabric, level and type of soiling, previous cleaning or treatments, existing damage, and permanent stains. For these reasons, the Company does not guarantee the complete removal of all stains, odours, or marks.
Certain stains, including but not limited to those caused by dyes, inks, paint, bleach, and pet urine, may be permanent. The Company accepts no liability where such stains cannot be removed or where only partial improvement is possible.
The Client is advised to follow any aftercare instructions provided by the Company, including drying times, ventilation, and temporary avoidance of walking on cleaned areas. The Company accepts no responsibility for damage or re soiling caused by failure to comply with aftercare guidance.
9. Liability and Limitations
Nothing in these Terms and Conditions limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be limited or excluded under applicable law.
Subject to the above, the Companys total liability for any loss or damage arising out of or in connection with the services shall, in all circumstances, be limited to the total price paid or payable by the Client for the specific service giving rise to the claim.
The Company will not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or any loss arising from delay or cancellation, whether such loss arises in contract, tort, or otherwise.
The Client must notify the Company of any alleged damage or dissatisfaction with the services as soon as reasonably practicable and in any event within 48 hours of completion. The Company shall be given a reasonable opportunity to inspect and, where appropriate, to rectify any issues. Failure to provide access or reasonable cooperation may limit or void any liability on the part of the Company.
The Company is not responsible for pre existing damage, wear and tear, discolouration, loose fittings, or defects that become apparent during or after cleaning. Certain fabrics and fibres may react unpredictably to standard cleaning methods; where the Company has exercised reasonable care and skill, it will not be held liable for such reactions.
10. Insurance
The Company maintains insurance appropriate to the nature and scale of its operations. Details of cover can be made available on request. The existence of insurance does not extend or increase the Companys liability as limited under these Terms and Conditions.
11. Waste Handling and Environmental Regulations
The Company will handle, store, and dispose of its cleaning solutions, wastewater, and related waste materials in accordance with applicable environmental and waste management regulations.
Where possible, the Company will use methods and products designed to minimise environmental impact while maintaining effective cleaning performance. Certain treatments may require stronger chemicals; in such cases, the Company will use them responsibly and in compliance with safety guidance.
The Client remains responsible for general household or business waste at the Premises that is unrelated to the services. The Company will not remove bulk waste, furniture, or other items unless this has been expressly agreed as part of the service.
The Client must not request or require the Company to dispose of waste in a manner that breaches local or national regulations. If any such request is made, the Company will refuse and may cancel the service if it considers that continuing would risk non compliance with applicable laws or regulations.
12. Health and Safety
The Company will take reasonable steps to ensure the health and safety of its operatives and the Client while on the Premises, including the use of appropriate personal protective equipment and safe working methods.
The Client must inform the Company of any known hazards at the Premises before work begins, including slippery floors, damaged electrical sockets, trip hazards, or restricted ventilation. The Company may suspend or discontinue the service if it considers the environment to be unsafe.
Certain cleaning products should not be touched or inhaled before fully dry. The Client is responsible for keeping children, pets, and vulnerable persons away from treated areas and equipment until it is safe to do so.
13. Complaints and Dispute Resolution
The Company aims to provide a professional and reliable service. If the Client is dissatisfied, a complaint should be raised as soon as possible, giving full details of the issue and allowing the Company the opportunity to investigate.
The Company may, at its discretion, offer to re clean affected areas, make a price adjustment, or provide other appropriate remedies where it considers that the complaint is justified. Any such remedy will be limited to the scope of the specific service provided and in accordance with the liability limitations set out in these Terms and Conditions.
If a dispute cannot be resolved directly between the parties, either party may consider seeking independent advice or using appropriate alternative dispute resolution methods where available.
14. Privacy and Data
The Company may collect and process personal data about the Client, such as name, address, and contact details, for the purposes of managing bookings, performing the services, processing payments, and handling enquiries.
The Company will take reasonable steps to protect such data and will not share it with third parties except where necessary to carry out the services, comply with legal obligations, or with the Clients consent.
15. Amendments to Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of the services offered. The version in force at the time of booking will apply to that booking.
The current version of these Terms and Conditions will be made available to Clients on request.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or 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 provision of the services.
17. Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by any court or competent authority, such provision shall be deemed severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.
18. Entire Agreement
These Terms and Conditions, together with any specific written or verbal service description and booking confirmation, constitute the entire agreement between the Client and the Company in relation to the provision of the services. They supersede any prior understandings, representations, or agreements, whether written or oral, relating to the subject matter.
By proceeding with a booking or permitting the commencement of services at the Premises, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.