Terms And Conditions
Swiss Cottage Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions govern the provision of cleaning services by Swiss Cottage Carpet Cleaners to residential and commercial customers in the United Kingdom. By booking or receiving any service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking or allowing work to commence.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation requesting or receiving services.
Company means Swiss Cottage Carpet Cleaners, providing carpet, upholstery and related cleaning services.
Services means any cleaning or ancillary services provided by the Company, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related work.
Premises means the property or location at which the Services are to be carried out.
Booking means a request by the Customer for Services that has been accepted and confirmed by the Company.
2. Scope of Services
The Company provides professional cleaning services for carpets, rugs, upholstery and soft furnishings, together with associated stain treatment and odour control where requested and agreed. The exact scope of work for each Booking will be as described in the confirmation issued to the Customer.
All Services are provided subject to an initial assessment of the Premises and items to be cleaned. The Company may advise on any limitations in achievable results due to age, condition, type of fibre, existing damage, prior cleaning methods or staining history.
The Company does not guarantee complete stain or odour removal in every case, as outcomes depend on factors beyond its control, including but not limited to the nature of the stain, the length of time it has been present and any previous attempts at cleaning or treatment.
3. Service Area
The Company primarily operates within Swiss Cottage and surrounding areas in London. Acceptance of Bookings from addresses outside the usual service area is at the Company’s discretion and may be subject to additional travel charges or minimum booking values. Any such charges will be communicated to the Customer before the Booking is confirmed.
4. Booking Process
4.1 Booking Requests
Customers may request Services by telephone, online form or other methods made available by the Company from time to time. The Customer will be asked to provide accurate information regarding the Premises, the type and size of areas or items to be cleaned, access arrangements and any particular requirements.
4.2 Confirmation
A Booking will only be deemed confirmed when the Company has acknowledged the request and provided the Customer with a scheduled appointment time and an indication of charges, and where applicable, when any required deposit has been received. The Company reserves the right to refuse or decline any Booking at its sole discretion.
4.3 Customer Responsibilities at Booking
The Customer is responsible for ensuring that all details provided at the time of Booking are accurate and complete. This includes, but is not limited to, property access restrictions, parking availability, size and number of rooms or items, and relevant information about delicate or high-value furnishings.
If on arrival the Company finds that the information provided was materially inaccurate, it may adjust the quoted price, modify the scope of work or decline to proceed. Any waiting time or wasted journey charges caused by inaccuracy may be charged to the Customer.
5. Access and Parking
The Customer must ensure safe and reasonable access to the Premises at the agreed time. This includes providing any necessary entry codes, keys, permits or instructions in advance.
Where parking restrictions apply, the Customer is responsible for arranging suitable parking or reimbursing the Company for all parking-related costs and penalties reasonably incurred while performing the Services.
If the Company is unable to gain access to the Premises at the agreed time, this may be treated as a late cancellation and may incur a fee as set out in these Terms.
6. Customer Preparation
Unless specifically agreed otherwise, the Customer is responsible for:
Ensuring that areas to be cleaned are reasonably clear of personal items, small furniture, breakables and clutter.
Securing fragile, delicate or valuable items that could be affected by vibration, movement or moisture.
Informing the Company in advance of any known defects, loose fittings, pre-existing damage or special care requirements relating to carpets, rugs, upholstery or the Premises.
Ensuring that there is adequate lighting, electricity and running water available at the Premises.
Where the Company is required to move furniture or items, it will take reasonable care but shall not be liable for damage to items that were unstable, already defective, poorly assembled or not designed to be moved.
7. Pricing and Quotations
All prices are provided in pounds sterling and, unless stated otherwise, are inclusive of any applicable taxes.
Any price given prior to an on-site inspection is an estimate based on the information provided by the Customer. The final price may vary following assessment of the items and areas to be cleaned, the condition encountered and any additional work requested by the Customer.
Where an on-site quotation is provided, it will be based on the current condition and scope of work agreed at that time. Should the Customer later request additional work or significant changes, the Company may revise the quoted price accordingly.
8. Payments
8.1 Payment Methods
The Company accepts payment by the methods it specifies from time to time, which may include cash, card or bank transfer. The Customer is responsible for ensuring that funds are available and that payment details are accurate and authorised.
8.2 Payment Timing
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises. Where the Company has agreed to invoice a business Customer, payment shall be due within the period stated on the invoice.
8.3 Late or Non-Payment
Where payment is not made when due, the Company reserves the right to charge interest and reasonable administrative costs for debt recovery. The Company may also suspend or refuse further Services until all outstanding sums have been settled in full.
9. Deposits
The Company may, at its discretion, require a deposit to secure a Booking, particularly for large jobs, commercial work or appointments at peak times. Deposits are generally deductible from the final invoice.
Deposits may be non-refundable or subject to specific cancellation terms, which will be communicated to the Customer at the time of Booking.
10. Cancellations and Rescheduling
10.1 Customer Cancellations
If the Customer wishes to cancel or reschedule a Booking, they must provide as much notice as reasonably possible. The Company may apply the following cancellation rules:
Cancellations or rescheduling with sufficient notice, as specified by the Company at the time of Booking, will generally not incur a fee.
Cancellations or rescheduling with short notice may incur a cancellation fee up to a reasonable proportion of the quoted price, particularly where the Company is unable to fill the appointment slot.
Failure to provide access at the appointed time, or turning the Company away on arrival, may be treated as a late cancellation and charged accordingly.
10.2 Company Cancellations
The Company reserves the right to cancel or reschedule any Booking where necessary due to circumstances beyond its reasonable control, such as severe weather, staff illness, equipment failure, safety concerns or access issues.
Where the Company cancels a Booking, it will offer an alternative appointment at the earliest practical opportunity. Any deposit already paid for the cancelled appointment will either be applied to the rescheduled booking or refunded, at the Customer’s choice.
11. Health, Safety and Conduct
The Company is committed to maintaining safe working practices. The Customer must not request or insist that the Company’s staff carry out any task that is unsafe, unlawful, beyond their training or outside the agreed scope of work.
The Company reserves the right to withdraw its staff from the Premises if they are subjected to abusive, threatening or inappropriate behaviour, or if working conditions are unsafe or unsanitary beyond what was reasonably disclosed. In such cases the visit may be treated as a cancellation by the Customer.
12. Liability and Limitations
12.1 Reasonable Care
The Company will exercise reasonable skill and care in the performance of the Services. However, the Customer acknowledges the inherent risks of working with textiles, soft furnishings and existing damage or wear.
12.2 Exclusions
The Company shall not be liable for:
Pre-existing damage, wear, discolouration, shrinkage or defects in carpets, rugs, upholstery or other items.
Damage or issues arising from incorrect fibre identification, where the Customer has supplied inaccurate information or where labels and documentation are missing, misleading or incomplete.
Colour loss, shading changes or texture changes that are reasonably consistent with the age and condition of the item or with accepted industry cleaning methods.
Any indirect or consequential loss, such as loss of profit, loss of enjoyment, loss of business, or alternative accommodation costs, arising from or in connection with the Services.
12.3 Cap on Liability
To the fullest extent permitted by law, the Company’s total aggregate liability for any loss or damage arising from a single event or series of related events shall not exceed the lesser of the replacement value of the damaged item or the total amount paid by the Customer for the Services giving rise to the claim.
Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited.
13. Damage Reporting
The Customer must inspect the work as soon as reasonably practical after completion. Any concerns or suspected damage must be reported to the Company in writing as soon as possible and in any event within a reasonable period after completion. The Customer should provide clear details and, where possible, photographic evidence.
The Company shall be given a reasonable opportunity to inspect and, where appropriate, attempt to remedy any issues before the Customer arranges third-party repairs or disposes of any item. Failure to allow such opportunity may affect the Customer’s entitlement to any remedy.
14. Complaints and Dispute Resolution
The Company aims to provide a high standard of service. If the Customer is dissatisfied for any reason, they should raise the issue promptly with the Company, providing full details of the Booking, the work carried out and the nature of the concern.
The Company will investigate complaints in good faith and, where appropriate, may offer a re-clean of affected areas, a partial refund or another proportionate remedy, taking into account the age and condition of items and industry limitations.
15. Waste Handling and Environmental Compliance
The Company will handle and dispose of any waste generated in the course of providing Services in accordance with applicable UK waste and environmental regulations.
Where the Services involve the removal of limited quantities of waste, residues, or disposable materials generated by the cleaning process, the Company will manage these responsibly and in compliance with the obligations that apply to its operations.
The Customer is responsible for the lawful disposal of any larger volumes of household or commercial waste not directly produced by the Company in delivering the Services, unless expressly agreed in writing as part of a separate arrangement.
16. Customer Property and Security
The Customer is advised to secure cash, jewellery, confidential documents and other valuables before the commencement of the Services. The Company will not be liable for loss of such items unless it is proven that the loss directly resulted from the actions of its staff and was reported promptly after the visit.
Where keys are provided to the Company, they will be kept securely and used solely for the purpose of accessing the Premises in connection with the Services.
17. Force Majeure
The Company shall not be in breach of these Terms nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. This includes, but is not limited to, severe weather, transport disruption, power failures, accidents, health emergencies or government restrictions.
18. Amendments to Terms
The Company reserves the right to amend these Terms and Conditions from time to time. Any updated version will apply to new Bookings made after the revised Terms are published or communicated. Existing confirmed Bookings will continue to be governed by the Terms in force at the time of confirmation, unless changes are required by law.
19. Privacy and Data
The Company will collect and use personal data provided by the Customer for the purpose of arranging and delivering Services, processing payments and handling queries or complaints. Data will be handled in accordance with applicable data protection legislation in the United Kingdom.
20. 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 or formation, 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, the Services, or any Booking, except that the Company reserves the right to bring proceedings against the Customer in any other court of competent jurisdiction where appropriate.
21. Entire Agreement
These Terms and Conditions, together with any written confirmation or quotation issued by the Company, set out the entire agreement between the Company and the Customer in relation to the Services. No other statement, representation or promise shall be binding unless expressly agreed in writing by the Company.
22. Severability
If any provision of these Terms is held by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
23. Contact and Communication
All notices and communications relating to Bookings or these Terms should be directed to the Company using the contact channels it makes available from time to time. Customers should retain a copy of any Booking confirmations and these Terms for their records.
