Greenwich Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Greenwich Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By making a booking, accessing our services or allowing our operatives to enter 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.
Customer means the individual, company or organisation booking or receiving the cleaning services.
Company means Greenwich Carpet Cleaners, the provider of the cleaning services.
Services means any carpet, rug, upholstery, soft furnishing, hard floor or related cleaning services provided by the Company.
Premises means the property or location at which the Services are to be carried out.
Operative means an employee, contractor or representative of the Company assigned to carry out the Services.
2. Scope of Services
The Company provides professional cleaning services including, but not limited to, carpet cleaning, rug cleaning, upholstery cleaning, spot and stain treatment, and related services as agreed at the time of booking. The exact scope of work, areas to be cleaned and any special requirements will be confirmed during the booking process or at the pre-service assessment.
The Company reserves the right to decline to provide Services where conditions at the Premises make it unsafe, unlawful or impractical to do so, or where the Customer requests tasks outside the reasonable scope of a professional cleaning service.
3. Booking Process
Bookings may be made by the Customer through the Companys accepted booking channels. At the time of booking, the Customer must provide accurate information about the Premises, areas to be cleaned, access restrictions, parking arrangements and any particular concerns such as heavy soiling, stains or sensitive materials.
The Company may provide an estimated price based on the information supplied. This estimate may be adjusted if the actual condition or size of the areas to be cleaned differs materially from the description given by the Customer, or if additional Services are requested on the day.
A booking is only confirmed once the Customer has accepted these Terms and Conditions and, where required, has paid any deposit or prepayment requested by the Company. The Company reserves the right to refuse or cancel any booking where the Customer has provided incomplete or misleading information.
4. Access to the Premises
The Customer is responsible for ensuring that the Operatives have safe and reasonable access to the Premises at the agreed date and time. This includes arranging keys, entry codes, concierge permissions, parking where reasonably available, and the removal of obstacles that may prevent the Operatives from carrying out the Services.
If the Operatives are unable to gain access, are delayed significantly due to access issues, or are unable to proceed because the Premises are not ready, the Company may treat this as a late cancellation and apply the relevant cancellation charges.
The Customer must ensure that children, pets and vulnerable persons are kept clear of the work area for the duration of the Service to ensure safety and effective completion of the work.
5. Customer Obligations
The Customer agrees to prepare the areas to be cleaned by removing fragile items, valuables, small furniture where reasonably possible, and any objects that might hinder the Operatives. The Company will not be liable for breakage or damage to items that have not been removed from the work area as recommended.
The Customer must inform the Company in advance of any known risks at the Premises, including alarm systems, security features, delicate surfaces, prior damage, unstable furnishings, loose carpets, or any materials that may react adversely to standard cleaning solutions.
The Customer is responsible for ensuring that electricity and water are available at the Premises during the Service. If required utilities are not available, the Company may be unable to complete the work and may apply a call out or cancellation charge.
6. Pricing and Payment Terms
Prices for the Services are set out in the Companys current price information or as specifically quoted to the Customer. All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.
Unless otherwise agreed in writing, payment is due immediately upon completion of the Service. The Company may require full or partial prepayment or a deposit at the time of booking, particularly for larger jobs or commercial work.
Accepted payment methods will be confirmed by the Company through the chosen booking channel. The Customer agrees to ensure that a valid payment method is available and that sufficient funds are present to cover the agreed charges.
For commercial Customers with approved credit arrangements, invoices are payable within the agreed credit period from the invoice date. The Company reserves the right to charge interest or late payment fees on overdue sums in accordance with applicable UK law.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving notice to the Company within the timeframes specified below.
If the Customer cancels or reschedules a booking more than 48 hours before the scheduled start time, no cancellation fee will normally be charged, and any deposit paid may be applied to a future booking or refunded at the Companys discretion.
If the Customer cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company may charge a reasonable cancellation fee to cover allocated time and administrative costs.
If the Customer cancels or reschedules less than 24 hours before the scheduled start time, or fails to provide access when the Operatives arrive, the Company may charge up to the full value of the booked Service.
The Company may cancel or reschedule a booking due to circumstances beyond its control, including but not limited to staff illness, severe weather, vehicle breakdown, safety concerns or other events of force majeure. In such cases the Company will offer an alternative appointment at the earliest reasonable opportunity and will not be liable for any indirect losses arising from the cancellation.
8. Service Standards and Limitations
The Company aims to provide Services with reasonable skill and care, using appropriate cleaning methods and products based on industry practice and the information provided by the Customer.
While the Company will endeavour to achieve the best possible results, it does not guarantee that all stains, marks, odours or wear will be removed, particularly where they are old, set in, caused by dye, bleach, pet damage, permanent staining, or prior misuse of cleaning products by third parties.
The Customer acknowledges that certain materials, fibres and dyes may react unpredictably to cleaning, especially where manufacturers care labels are missing or have been disregarded in the past. The Company will not be liable for colour loss, shrinkage, distortion, or other changes in appearance where such risks were present or could not reasonably be detected in advance.
9. Health, Safety and Waste Regulations
The Company operates in line with applicable UK health, safety and environmental regulations. Operatives are instructed to work safely, use cleaning agents responsibly and minimise any adverse impact on the environment.
The Customer agrees not to dispose of cleaning agents, residues or waste produced during the Services in a way that breaches local waste regulations. Where appropriate, the Company will remove and dispose of waste generated by the Service in accordance with relevant requirements. This may include the safe handling of contaminated waste, used cleaning materials and other by-products of the cleaning process.
Where the Service involves the removal of waste beyond normal cleaning residues such as large quantities of debris or items requiring specialist disposal, the Company may apply additional charges and may need to engage licensed waste carriers as required by law.
If the Premises contain hazardous materials, suspected contamination, or conditions that may pose a risk to health or safety, the Customer must inform the Company in advance. The Company reserves the right to refuse or suspend Services until appropriate safety measures are in place.
10. Damage, Loss and Liability
The Company will exercise reasonable care when providing the Services. If damage to the Customers property occurs as a direct result of negligence by an Operative, the Customer must report it to the Company as soon as reasonably practicable and, in any event, within 48 hours of the Service.
Where damage is reported within the required timeframe and the Company is found to be at fault, the Company may, at its discretion, repair the damage, arrange for a third party to carry out the repair, or offer fair compensation taking into account the age, condition and value of the item at the time of damage.
The Company will not be liable for damage or loss arising from the following circumstances.
Pre-existing damage, wear, defects or staining, whether visible or not, including loose or unstable items, frayed carpets, broken fittings or deteriorated materials.
Failure by the Customer to follow aftercare advice, including recommended drying times and ventilation.
Items of sentimental or special value that have not been brought specifically to the Companys attention prior to the Service.
Loss or damage resulting from inaccurate or incomplete information provided by the Customer.
Indirect, consequential or economic loss such as loss of profit, loss of business, loss of opportunity or loss of enjoyment.
Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or limited under UK law.
11. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible and in any event within 48 hours of completion of the work. The Customer should provide details of the issue and, where applicable, photographs to support their complaint.
The Company will investigate complaints promptly and may, at its discretion, arrange a re-visit to inspect the work and, where appropriate, attempt reasonable remedial action. A follow-up visit or further treatment does not constitute an admission of fault but is part of the Companys commitment to customer service.
Complaints raised outside the stated timeframe may be more difficult to investigate and may not be eligible for remedial work or compensation, especially where the condition of the cleaned areas may have changed due to subsequent use or third party intervention.
12. Insurance
The Company maintains appropriate insurance cover in respect of its business activities, including public liability insurance to a reasonable level based on the nature of the Services provided. Details of the current insurance cover can be made available on request.
Insurance coverage is subject to the terms, conditions and exclusions of the relevant policy. The Companys liability to the Customer shall not exceed the level of cover provided by its insurance, except where otherwise required by law.
13. Privacy and Data Protection
The Company collects and uses personal data from Customers in order to manage bookings, provide Services, process payments and handle enquiries and complaints. The Company will handle personal information in accordance with applicable UK data protection laws.
Personal data will only be shared with third parties where necessary for the provision of the Services, to comply with legal obligations or with the Customers consent. The Company will take reasonable steps to protect personal data against unauthorised access, loss or misuse.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control. This may include, without limitation, extreme weather, natural disasters, acts of government, strikes, transport disruptions, or other events that make it impracticable or unsafe to provide the Services.
In such cases, the Company will use reasonable endeavours to reschedule the Service at a mutually convenient time once the event has passed or its impact has lessened.
15. Variations to These Terms
The Company reserves the right to update or amend these Terms and Conditions from time to time. The version in force at the time of the Customers booking will apply to that particular Service unless a change is required by law or agreed with the Customer.
The latest version of these Terms and Conditions will be made available by the Company through its usual communication channels.
16. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of 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 their subject matter.
17. Severability
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede all previous discussions, correspondence, negotiations or agreements relating to the same subject matter.
By making a booking and allowing the Services to proceed, the Customer acknowledges that they have read, understood and agreed to be bound by these Terms and Conditions.