Putney Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Putney Carpet Cleaning provides professional cleaning services to residential and commercial customers. By making a booking, accepting a quotation, or allowing our operatives to commence work at your property, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following words have the meanings given below:

1.1 Company means Putney Carpet Cleaning, the cleaning service provider.

1.2 Client means the person, firm or company who requests or receives services from the Company.

1.3 Services means carpet, rug, upholstery, mattress, hard floor and related cleaning or ancillary services provided by the Company.

1.4 Operative means any employee, technician, contractor or representative engaged by the Company to deliver the Services.

1.5 Property means the premises where the Services are to be carried out.

2. Scope of Services

2.1 The Company provides professional cleaning services for carpets, rugs, upholstery, soft furnishings, and other surfaces as agreed in advance with the Client.

2.2 The specific Services, areas to be cleaned, and any special requirements will be agreed at the time of booking and confirmed by the Company where applicable.

2.3 The Company reserves the right to refuse or discontinue Services where conditions at the Property are unsafe, unhygienic, or materially different from the description provided at the time of booking.

3. Booking Process

3.1 Bookings may be requested by the Client via the Company’s accepted communication channels as made available from time to time.

3.2 When requesting a booking, the Client must provide accurate information, including the type of property, number and size of rooms, type and condition of carpets and furnishings, access details, parking arrangements, and any known stains or damage.

3.3 Any quotation provided prior to inspection is an estimate only and may be revised if the actual condition, size, or access conditions at the Property differ from those described by the Client.

3.4 A booking is not confirmed until the Company has accepted the booking request and, where required, received any applicable deposit or card details for securing the appointment.

3.5 The Client must ensure that an adult is present at the Property at the start and end of the appointment, unless alternative arrangements have been agreed in advance with the Company.

4. Pricing, Quotes and Estimates

4.1 Prices are based on the information provided by the Client and on the Services requested. The Company reserves the right to adjust the price if additional rooms, areas or items are to be cleaned, or where the original description was inaccurate or incomplete.

4.2 All prices are provided in pounds sterling and, unless otherwise stated, are inclusive of standard cleaning materials and equipment.

4.3 Any promotional offers or discounts are subject to availability, may be withdrawn at any time, and cannot be combined unless expressly stated.

4.4 The Company will inform the Client as soon as reasonably practicable if any significant variation in price is required and will seek the Client’s approval before proceeding.

5. Payments

5.1 Payment is due on completion of the Services on the day of the appointment, unless alternative written arrangements have been agreed in advance.

5.2 The Company accepts payment by methods communicated to the Client at the time of booking. The Client is responsible for ensuring that cleared funds are available.

5.3 For certain appointments, including larger commercial jobs or specialist treatments, the Company may require a deposit or advance payment before the appointment date. This will be communicated to the Client at the time of booking.

5.4 Where the Client fails to make payment when due, the Company reserves the right to charge interest on overdue amounts at the statutory rate applicable in England and Wales and to recover all reasonable costs of collection.

5.5 The Company may suspend or cancel future bookings where there are outstanding unpaid invoices relating to the Client.

6. Cancellations, Rescheduling and Access

6.1 If the Client wishes to cancel or reschedule an appointment, the Client must provide as much notice as possible through the Company’s accepted communication channels.

6.2 The Company may apply a late cancellation charge where less than 24 hours’ notice is given prior to the scheduled appointment time, or as otherwise specified at the time of booking.

6.3 Where the Operative attends the Property and is unable to gain access, or the appointment cannot proceed due to circumstances within the Client’s control, the Company may treat this as a late cancellation and charge a call-out fee or the full service fee, at its discretion.

6.4 The Company reserves the right to cancel or reschedule an appointment in the event of circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruptions, illness, equipment failure, or safety concerns. In such cases, the Company will inform the Client as soon as reasonably practicable and offer an alternative appointment.

7. Client Obligations

7.1 The Client must provide safe and reasonable access to the Property, including suitable parking or loading space for the Company’s vehicle where required.

7.2 The Client is responsible for moving fragile items, valuables, small furniture, and personal belongings from the areas to be cleaned, unless otherwise agreed. The Company will not be liable for damage to items that have not been removed from the cleaning area.

7.3 The Client must inform the Company in advance of any known defects, damage, or special conditions of carpets, rugs, upholstery or other surfaces, including wear, fading, loose seams, pre-existing stains, colour instability, or previous cleaning treatments.

7.4 The Client must ensure that electricity and water are available at the Property and that the environment is safe for the Operatives to carry out their work.

8. Service Standards and Limitations

8.1 The Company will provide the Services with reasonable care and skill, using suitable equipment and cleaning products appropriate to the task.

8.2 While the Company will use its professional judgement and best efforts, complete stain removal or restoration of carpets and upholstery to a brand-new condition cannot be guaranteed, particularly where stains are old, set, or have been treated with other products.

8.3 Drying times are estimates only and may vary depending on ventilation, temperature, humidity, and the type of material. The Client is responsible for ensuring adequate ventilation and taking care when walking on damp carpets or using recently cleaned furnishings.

8.4 Certain materials or dyes may be sensitive to cleaning solutions or moisture. Where the Company has advised that cleaning carries a risk of damage or colour change and the Client has instructed the Company to proceed, the Client accepts responsibility for that risk.

9. Damage, Liability and Insurance

9.1 The Company shall maintain appropriate public liability insurance and, where applicable, employers liability insurance in connection with the provision of the Services.

9.2 The Company will take reasonable care in carrying out the Services. If the Client believes that damage has been caused by the Company, the Client must notify the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the Services.

9.3 The Company’s liability for any loss or damage arising from the Services shall be limited to the lesser of the cost of repairing the damage or the value of the affected item, taking account of age, condition and fair wear and tear, and shall not exceed the amount recoverable under the Company’s insurance policy.

9.4 The Company shall not be liable for:

a) Pre-existing damage, defects, stains, or wear and tear;

b) Damage arising from faulty or poorly installed materials, loose fittings, or inadequate property maintenance;

c) Damage to items left on floors or surfaces that the Client did not remove or adequately protect prior to the Service;

d) Loss of profit, loss of business, or any indirect or consequential loss.

9.5 Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.

10. Waste Handling and Regulations

10.1 The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with relevant waste management and environmental regulations applicable in England and Wales.

10.2 The Services are limited to the removal of waste directly related to the cleaning process, such as used cleaning solutions and debris extracted from carpets and upholstery. The Company is not a general waste removal contractor and will not remove household rubbish, hazardous materials, or bulky items, unless specifically agreed in advance.

10.3 The Client must not request the Company to dispose of substances that are illegal, hazardous, or prohibited under local or national regulations. If such materials are discovered, the Company may cease work and the Client may be liable for any costs incurred in complying with legal requirements.

10.4 The Client remains responsible for the lawful disposal of any waste or items not directly generated by the Company’s cleaning activities.

11. Complaints and Service Issues

11.1 If the Client is dissatisfied with any aspect of the Services, the Client should contact the Company as soon as reasonably practicable, and no later than 48 hours after completion of the work.

11.2 The Company may request photographs, a description of the issue, and an opportunity to inspect the affected area or items.

11.3 Where a complaint is found to be justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund, or make another reasonable remedy, subject to the limitations of liability set out in these Terms and Conditions.

12. Privacy and Data Protection

12.1 The Company will collect and process personal data such as the Client’s name, address, and contact details for the purposes of managing bookings, delivering Services, processing payments, and handling enquiries.

12.2 The Company will take reasonable steps to keep Client information secure and will not sell personal data to third parties. Information may be shared with service providers and insurers where necessary to deliver the Services or manage claims.

12.3 By using the Services, the Client consents to the processing of personal data in accordance with applicable data protection laws.

13. Health, Safety and Conduct

13.1 The Company and its Operatives will comply with reasonable health and safety standards and may refuse to work in areas that present a risk to their safety or wellbeing.

13.2 The Client must treat Operatives with respect and must not subject them to abusive, threatening, or discriminatory behaviour. The Company reserves the right to withdraw Services immediately where such behaviour occurs.

14. Amendments to Terms and Conditions

14.1 The Company may update or amend these Terms and Conditions from time to time. The updated version will apply to any new bookings made after the date of publication.

14.2 The Terms and Conditions in force at the time of booking will apply to that particular Service, unless a change is required by law or regulatory authority.

15. Governing Law and Jurisdiction

15.1 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.

15.2 The parties submit to the exclusive jurisdiction of the courts of England and Wales in relation to any dispute or claim arising from or connected with these Terms and Conditions or the provision of the Services.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found 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.

16.2 No waiver by the Company of any breach of these Terms and Conditions shall be considered as a waiver of any subsequent breach.

16.3 These Terms and Conditions constitute the entire agreement between the Company and the Client in relation to the Services and supersede any previous understandings, representations or agreements, whether written or oral.

By making a booking with Putney Carpet Cleaning, the Client confirms that they have read, understood and agree to these Terms and Conditions.