Riddlesdown Carpet Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Riddlesdown Carpet Cleaners provides professional cleaning services to residential and commercial customers within its operating areas in the United Kingdom. By booking, confirming, or allowing our cleaners to access your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Client means any individual, company, or organisation that requests or receives services from Riddlesdown Carpet Cleaners.
Company means Riddlesdown Carpet Cleaners, the provider of cleaning services.
Services means carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, end of tenancy cleaning, and any related services agreed between the Company and the Client.
Premises means the property or area where the Services are to be carried out.
Cleaner means any employee, contractor, or representative engaged by the Company to deliver the Services.
2. Booking Process
2.1 Bookings may be made by the Client via the Companys accepted booking channels as advertised on its official materials. By making a booking, the Client confirms that they are legally capable of entering into a binding contract.
2.2 At the time of booking, the Client must provide accurate information including the type of Premises, approximate room sizes or areas to be cleaned, the nature of the flooring or fabrics, access details, parking arrangements, and any known issues that may affect the performance of the Services.
2.3 The Company will issue a booking confirmation, which may be verbal or written, setting out the agreed date, approximate arrival time window, and indicative scope of work. A booking is only considered confirmed once the Company has acknowledged it and, where applicable, received any required deposit or prepayment.
2.4 All arrival times are estimates. While the Company will use reasonable endeavours to arrive within the agreed time window, delays may occur due to traffic, prior jobs taking longer than expected, or circumstances beyond the Companys control. Any such delay will not constitute a breach of contract.
2.5 The Client must ensure that an authorised adult is present at the Premises at the start and end of the Service to provide access, discuss any specific requirements, and inspect the work upon completion.
3. Scope of Services
3.1 The Company will perform the Services with reasonable care and skill and in accordance with industry practices for carpet and upholstery cleaning in the UK.
3.2 The scope of the Services will be as agreed at the time of booking. Any additional areas or items requested on the day may be provided at the Companys discretion and will be subject to additional charges.
3.3 The Company cannot guarantee removal of all stains or odours. Some stains are permanent in nature and may not respond to any cleaning method. The Cleaner will assess and use appropriate techniques, but the Client accepts that results may vary depending on age, type, and condition of the carpet or fabric.
3.4 The Client is responsible for moving light and easily movable items, ornaments, and personal belongings from areas to be cleaned. The Company may assist with moving some items where safe and reasonably practicable, but cannot move heavy furniture, fragile items, valuable objects, or items that present a health and safety risk.
4. Client Obligations and Access
4.1 The Client must provide clear and safe access to the Premises at the agreed time, including suitable parking arrangements for the Companys vehicle where necessary. Any parking fees, permits, or congestion charges incurred while providing the Services may be added to the Client’s invoice.
4.2 The Client must ensure that electricity and, where required, water are available at the Premises during the visit. If services cannot be carried out due to lack of access, utilities, or other Client-related reasons, a call-out or cancellation charge may apply.
4.3 The Client must inform the Company of any known hazards, defects, or sensitivities at the Premises, including loose carpets, damaged flooring, unstable furniture, or allergies to specific cleaning products.
4.4 The Client is responsible for supervising children, pets, and any other persons at the Premises while the Cleaner is working, and must keep them away from equipment, chemicals, and wet surfaces.
5. Prices and Payments
5.1 Prices are based on the information supplied by the Client at the time of booking, including approximate room sizes and condition. The Company reserves the right to adjust the price if the actual scope of work is materially different from that described.
5.2 All prices will be stated in pounds sterling and, where applicable, inclusive or exclusive of VAT in line with current legal requirements.
5.3 Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due immediately upon completion of the Services. The Company may require a deposit or full prepayment for certain bookings, including large jobs or end of tenancy cleans.
5.4 Accepted payment methods will be those notified by the Company, which may include cash, bank transfer, or card payment processed by an approved provider.
5.5 If payment is not received on completion or within the agreed credit period, the Company reserves the right to charge interest on overdue amounts at the statutory rate, together with any reasonable costs of collection.
6. Cancellations, Rescheduling and Missed Appointments
6.1 The Client may cancel or reschedule a booking, subject to providing at least 24 hours notice before the scheduled start time.
6.2 If the Client cancels or reschedules with less than 24 hours notice, the Company reserves the right to charge up to 50 percent of the quoted service price to cover allocated time and administrative costs.
6.3 If the Cleaner arrives at the Premises at the agreed time and is unable to gain access, or the Client is not present and has not provided alternative access arrangements, this will be treated as a late cancellation and a call-out charge or up to 100 percent of the service price may be payable.
6.4 The Company may cancel or reschedule a booking in the event of illness, vehicle breakdown, extreme weather, or other circumstances beyond its reasonable control. In such cases, the Company will inform the Client as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any resulting loss of income, profit, or other indirect loss.
7. Health, Safety and Environmental Compliance
7.1 The Company will take reasonable steps to ensure that the Services are performed safely and in compliance with applicable health and safety legislation in the UK.
7.2 Cleaning products and equipment will be used in accordance with manufacturer instructions and relevant safety guidelines. The Client should avoid walking on damp carpets or floors until they are safe and dry and should follow any advice provided by the Cleaner.
7.3 Where requested and reasonably practicable, the Company may offer low-odour or sensitive cleaning solutions. However, it remains the Clients responsibility to notify the Company of any allergies, respiratory issues, or sensitivities before work begins.
8. Waste Handling and Regulations
8.1 The Company will handle and dispose of cleaning waste, including extracted dirt and used solutions, in accordance with applicable environmental and waste regulations in the UK.
8.2 Standard waste generated during routine carpet and upholstery cleaning will be removed from the Premises or discharged through appropriate systems in a lawful manner, subject to local authority rules.
8.3 The Services do not cover removal or disposal of hazardous materials, including but not limited to asbestos, clinical waste, sharps, or chemical contamination. If such materials are discovered, the Cleaner may suspend work and the Company may terminate or amend the contract. Any additional costs incurred as a result will be the responsibility of the Client.
8.4 The Client must not request the Company or its Cleaners to dispose of waste in any way that would breach local environmental or waste disposal laws.
9. Property Condition and Limitations
9.1 The Client must inform the Company of any pre-existing damage, wear, or defects affecting carpets, rugs, upholstery, or flooring. This includes fraying, loose seams, shrinkage, colour fading, or prior chemical treatments.
9.2 Certain materials are prone to shrinkage, colour run, or texture changes when cleaned. The Company will use appropriate methods, but the Client accepts that some risk exists where items are old, heavily stained, or in poor condition.
9.3 The Company may decline to clean items it considers unsuitable or unsafe for treatment. In such cases, the Cleaner will advise the Client and no charge will be made for the declined item.
10. Liability and Insurance
10.1 The Company holds public liability insurance appropriate for a UK cleaning business. Details of cover can be made available on request.
10.2 While the Company takes reasonable care in providing the Services, it shall not be liable for any pre-existing damage or for any deterioration that results from the normal cleaning process where such damage or deterioration could not have been avoided using ordinary care and skill.
10.3 The Companys total liability for any loss or damage arising from the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid or payable by the Client for the specific Service giving rise to the claim.
10.4 The Company shall not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss suffered by the Client as a result of the Services.
10.5 Nothing in these Terms and Conditions excludes or limits the Companys liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded by law.
11. Complaints and Service Issues
11.1 If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as possible and, in any event, within 48 hours of the work being completed.
11.2 The Client should provide details of the issue, including photographs if appropriate, and allow the Company a reasonable opportunity to inspect and, where practicable, remedy the problem.
11.3 At the Companys discretion, remedies may include a re-clean of the affected area, a partial refund, or another appropriate resolution. The Company will not usually consider complaints raised more than 48 hours after completion, as conditions at the Premises may have changed.
12. Privacy and Data Protection
12.1 The Company will collect and process personal data such as names, addresses, and service details for the purpose of managing bookings, delivering Services, and handling payments and enquiries.
12.2 The Company will take reasonable steps to protect personal data and will not sell or disclose it to third parties except where necessary to provide the Services, process payments, comply with legal obligations, or with the Clients explicit consent.
13. Force Majeure
13.1 The Company shall not be in breach of these Terms and Conditions 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. These may include extreme weather, fire, flood, strikes, epidemics, or governmental restrictions.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Clients booking will apply to that particular Service.
14.2 Any changes will be made available through the Companys usual communication channels. Continued use of the Services after changes take effect will constitute acceptance of the updated Terms and Conditions.
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 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.
16. Severability
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
17. Entire Agreement
17.1 These Terms and Conditions, together with any written confirmation or agreement relating to a specific booking, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior discussions, correspondence, or understandings.
By placing a booking with Riddlesdown Carpet Cleaners, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
