Terms And Conditions
Greenwich Carpet Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Greenwich Carpet Cleaners to its customers. By booking or accepting any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the person or organisation booking or receiving the services.
Company means Greenwich Carpet Cleaners, which provides the services.
Services means all cleaning and related services supplied by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and associated services.
Premises means the location where the services are to be carried out, as specified at the time of booking.
Booking means a confirmed appointment for services, whether made online, in writing or verbally.
2. Scope of Services
The Company provides domestic and commercial cleaning services, including but not limited to carpet and upholstery cleaning and related treatments. The exact scope of work for each booking will be agreed at the time of confirmation and may include a description of the areas to be cleaned, the type of cleaning required, any special treatments requested and the approximate duration of the visit.
The Company reserves the right to refuse work that it considers unsafe, unsuitable, unlawful or beyond its professional capabilities or equipment limitations. The Company may also decline to handle items or areas that are excessively soiled, contaminated, hazardous or structurally unsound.
3. Booking Process
Bookings may be made by the Customer through the Company’s accepted communication channels. At the time of booking, the Customer must provide accurate and complete information about the Premises, access arrangements, parking availability, the type of surfaces and fabrics to be cleaned, and any known issues such as heavy staining, pet contamination, water damage or delicate fibres.
Any quote provided prior to inspection is based on the information supplied by the Customer and is an estimate only. The Company reserves the right to amend the price if the information given is inaccurate or incomplete, or if the actual condition of the Premises or items is materially different from that described.
A booking is considered confirmed once the Company has accepted it and, where required, any deposit has been received. The Company may, at its discretion, record confirmation in writing, but written confirmation is not a condition of the booking being valid.
4. Access and Parking
The Customer must ensure the Company has safe, uninterrupted access to the Premises at the agreed date and time. This includes providing clear instructions for entry, ensuring someone is present if required, or making suitable key arrangements in advance.
The Customer is responsible for arranging adequate parking for the Company’s vehicle as close as reasonably possible to the Premises. Where parking charges, permits or access fees apply, these will be payable by the Customer and may be added to the final invoice if initially paid by the Company.
If access or parking is not available on arrival and this prevents or significantly delays the start of the service, the Company may treat this as a late cancellation and may charge a fee in accordance with the cancellation policy.
5. Customer Obligations
The Customer agrees to:
Ensure that the Premises are safe for the Company’s operatives and that all health and safety risks have been identified and, where possible, minimised.
Remove fragile, valuable and personal items from the areas to be cleaned and secure any possessions that may be affected by the cleaning process.
Advise the Company of any pre-existing damage, stains, wear, loose fittings, colourfastness issues, shrinkage risk, or manufacturer recommendations that could affect the cleaning process.
Ensure that electricity and water are available at the Premises during the service.
Supervise children, vulnerable persons and pets to keep them away from equipment, chemicals and wet surfaces during and after the service until areas are fully dry and safe.
6. Pricing and Payment Terms
Prices are typically quoted per room, per item, per area or per hour, as communicated during the booking process. All prices are subject to confirmation at the time of booking and may be adjusted where the scope of work changes or additional services are requested on site.
Unless stated otherwise, all amounts are payable in pounds sterling. Payment is due in full upon completion of the services, unless alternative arrangements have been agreed in advance in writing. For commercial customers with authorised accounts, specific payment terms may be agreed separately.
The Company accepts a range of standard payment methods, which may include card payments, bank transfers or cash, subject to the Company’s current policy. The Customer is responsible for ensuring that cleared funds are available on or before the due date.
If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and to recover any reasonable costs incurred in the collection of outstanding payments, including administrative and legal costs.
7. Deposits and Minimum Charges
The Company may require a deposit to secure a booking, particularly for larger jobs, specialist treatments or commercial work. The amount of any deposit and the conditions attached to it will be communicated at the time of booking.
Certain services may be subject to a minimum charge, which will be explained to the Customer in advance. Where the actual work completed falls below the minimum charge level, the minimum charge will still apply.
8. Cancellations, Rescheduling and No-Show
The Customer may cancel or reschedule a booking by giving reasonable notice through the Company’s accepted communication channels. The required notice period and any applicable charges will be communicated at the time of booking.
Where the Customer cancels or reschedules without sufficient notice, the Company reserves the right to charge a cancellation fee, which may include retention of any deposit and a proportion of the expected service charge to cover lost time and administration costs.
If the Company is unable to gain access to the Premises at the agreed time, or if the Customer is not present (where necessary) and no alternative access arrangements have been made, this may be treated as a late cancellation and the Company may charge in accordance with its cancellation policy.
The Company will use reasonable efforts to attend all bookings as scheduled. However, the Company reserves the right to cancel or reschedule due to circumstances beyond its control, including but not limited to severe weather, traffic disruption, equipment failure, staff illness or other operational issues. In such cases, the Company will offer an alternative appointment at the earliest reasonable opportunity, but will not be liable for any indirect or consequential loss arising from the cancellation.
9. Service Limitations and Results
While the Company will exercise reasonable skill and care and use appropriate professional techniques, it does not guarantee that all stains, marks, odours or soiling will be completely removed. The success of cleaning depends on the nature of the stain, its age, previous treatments, the fibre or material type, and other factors beyond the Company’s control.
Some stains may become more visible after cleaning if surrounding soiling is removed. Certain materials may also react unpredictably to cleaning agents despite prior testing. The Customer acknowledges these inherent risks and accepts that the Company is not liable for failure to achieve a particular aesthetic result, provided reasonable care and standard industry practices have been applied.
The Customer should allow adequate drying time following cleaning, which will vary depending on ventilation, temperature, humidity, fibre type and the extent of cleaning. The Company cannot be held responsible for re-soiling caused by walking on damp carpets, replacing furniture too soon, or general use after the service.
10. Customer Property and Preparation
The Customer is responsible for moving light furniture and small items prior to the service, unless otherwise agreed. Where the Company assists in moving items, this is done entirely at the Customer’s risk. The Company may decline to move heavy, fragile or valuable items, including but not limited to pianos, large wardrobes, electrical appliances, antiques and items fixed to walls or floors.
The Customer should protect furniture, decorations and other items that may come into contact with moisture during the cleaning process. The Company will exercise care but cannot accept liability for damage where items have been left in vulnerable positions or where pre-existing weaknesses, instability or defects exist.
11. Liability and Limitations
The Company will perform the services with reasonable care and skill and in accordance with applicable consumer protection legislation. If the Customer believes the service has not been carried out to a reasonable standard, they must notify the Company as soon as possible and within a reasonable period after completion, allowing the Company an opportunity to inspect and, where appropriate, rectify the issue.
The Company’s liability for any loss or damage arising from the services is limited, to the fullest extent permitted by law, to one of the following options at the Company’s discretion:
Re-supplying the relevant service; or
Refunding the price paid for the relevant part of the service; or
Paying the reasonable cost of having the relevant service re-supplied.
The Company is not liable for:
Normal wear and tear or deterioration that occurs as part of the cleaning process.
Pre-existing damage, staining, fading, shrinkage, loose threads, weak seams, poor installation or colour run that becomes apparent during or after cleaning.
Loss of profit, loss of business, business interruption, loss of opportunity or any indirect or consequential loss, whether arising in contract, tort or otherwise.
Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.
12. Waste Handling and Environmental Compliance
The Company will manage waste generated during the service in accordance with applicable waste and environmental regulations. This may include the safe collection, containment and disposal of extracted soils, contaminated water and used materials from the cleaning process.
Where waste generated from the Customer’s Premises is categorised as general domestic or commercial waste, the Customer remains responsible for its ongoing storage and disposal once the Company has completed the service, unless otherwise agreed. If any hazardous or regulated waste is identified, the Customer must inform the Company in advance so that appropriate handling arrangements can be discussed.
The Customer agrees not to request or require the Company to dispose of waste in any way that would breach environmental, health and safety or waste management regulations. The Company reserves the right to decline handling or removing any waste that it reasonably believes to be hazardous, improperly stored or non-compliant with legal requirements.
13. Complaints and Disputes
If the Customer is dissatisfied with any aspect of the services, they should contact the Company as soon as practicable, providing full details of the concern and, where possible, photographic evidence. The Customer should allow the Company a reasonable opportunity to investigate and, where appropriate, return to the Premises to inspect and attempt to resolve the issue.
The Company aims to address complaints promptly and fairly. If a resolution cannot be agreed, the parties may consider informal dispute resolution methods before contemplating formal legal proceedings.
14. Privacy and Data Protection
The Company may collect and process personal data about the Customer, including contact details, service history and payment information, for the purposes of managing bookings, delivering services, processing payments and improving its operations.
The Company will handle personal data in accordance with applicable data protection laws and its internal privacy practices. The Customer is responsible for ensuring that the Company is supplied with accurate and up-to-date information for these purposes.
15. 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 from the date of publication or notification. Existing bookings will generally remain subject to the Terms and Conditions in force at the time of booking, unless a change is required by law.
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 provided by the Company, 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 their subject matter.
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 such deletion shall not affect the validity and enforceability of the remaining provisions.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of the services and supersede any prior understandings, representations or agreements, whether written or oral, relating to the same subject matter.
By proceeding with a booking, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
