Sydenham Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Sydenham Carpet Cleaners provides professional carpet and related cleaning services within its service area in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
1.1 In these Terms and Conditions, the following expressions shall have the meanings set out below:
a. Company means Sydenham Carpet Cleaners, the provider of the cleaning services.
b. Client means any individual, business, organisation, landlord, tenant or managing agent who requests or uses the services of the Company.
c. Services means carpet cleaning and any other cleaning or related services provided by the Company as agreed with the Client.
d. Premises means the property or properties at which the Services are to be carried out.
e. Service Area means the geographical area within which the Company offers its services, primarily covering Sydenham and surrounding locations in the United Kingdom.
2. Scope of Services
2.1 The Company provides professional carpet cleaning and related services, which may include upholstery cleaning, rug cleaning, stain treatment and other cleaning tasks as specifically agreed with the Client.
2.2 The exact scope of work, including rooms, areas, and items to be cleaned, will be confirmed at the time of booking, in writing where reasonably possible, or by way of a written quotation or job description.
2.3 The Company reserves the right to decline any work which it considers to be unsafe, beyond its technical capability, outside its standard service area, or inappropriate for a domestic or commercial cleaning service.
3. Booking Process
3.1 Bookings may be made by the Client through the Company’s chosen communication channels as advertised from time to time.
3.2 The Client is responsible for providing accurate information regarding the Premises, type of flooring and furnishings, access details, parking arrangements, and any special requirements at the time of booking.
3.3 Quotations are based on the information supplied by the Client. If on arrival the information is found to be inaccurate or incomplete, the Company reserves the right to revise the quotation, adjust the service, or cancel the booking. In such circumstances, a cancellation or call-out charge may apply.
3.4 A booking is deemed confirmed only when the Company has accepted the request for Services, which may include the issue of a written confirmation or booking reference and, where applicable, receipt of any required deposit.
3.5 The Client must ensure that a responsible person is available to provide access to the Premises at the agreed time, unless prior arrangements have been made for key collection or alternative access.
4. Pricing and Quotations
4.1 All prices are stated in pounds sterling and, unless otherwise specified, are inclusive of applicable taxes.
4.2 Quotations are provided based on typical conditions and reasonable access to the Premises. Heavily soiled items, excessive staining, or unusual conditions may require additional time, materials, or specialist treatments and may therefore incur extra charges.
4.3 Where the scope of work changes at the Client’s request or as a result of inaccurate information, the Company will inform the Client of any price adjustments before proceeding where reasonably possible.
4.4 The Company reserves the right to review and amend its prices from time to time. Any change in pricing will not affect confirmed bookings that have already been accepted, other than where the conditions in clause 4.2 or 4.3 apply.
5. Payments
5.1 Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or payment on completion of the Services.
5.2 The Company accepts the payment methods that it may specify from time to time, which may include bank transfer, card payment, or other recognised payment methods.
5.3 All invoices are payable on the date specified on the invoice. If no date is stated, payment is due immediately upon completion of the Services.
5.4 Where payment is not received in accordance with these Terms and Conditions, the Company reserves the right to charge interest on the overdue amount at the statutory rate permitted under UK law, calculated on a daily basis, until payment is made in full.
5.5 The Company may suspend or cancel further Services if the Client has outstanding invoices that are not paid within the agreed timeframe.
6. Cancellations and Rescheduling
6.1 The Client may cancel or request to reschedule a booking by providing notice to the Company within the timeframes specified in this clause.
6.2 If the Client cancels or reschedules with more than 48 hours notice before the scheduled start time, no cancellation fee will ordinarily be charged.
6.3 If the Client cancels or reschedules with less than 48 hours notice, the Company reserves the right to charge a cancellation fee of up to 50 per cent of the quoted price, to cover lost time and administration costs.
6.4 If the Client cancels or reschedules on the same day as the booking or fails to provide access to the Premises at the agreed time, the Company may charge up to 100 per cent of the quoted price as a late cancellation or call-out fee.
6.5 The Company will make reasonable efforts to accommodate rescheduling requests subject to availability within its service area. However, the Company does not guarantee that an alternative date or time will be available.
6.6 The Company reserves the right to cancel or reschedule a booking if it is unable to attend due to operational issues, staff illness, vehicle breakdown, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, any deposit or prepayment will be transferred to a new appointment or refunded if no alternative can be agreed.
7. Client Responsibilities
7.1 The Client must ensure that the Premises are accessible at the agreed time and that any security systems, alarms, or entry instructions have been communicated clearly in advance.
7.2 The Client agrees to provide safe working conditions for the Company’s staff, including adequate lighting, ventilation, and access to water and electricity as reasonably required to perform the Services.
7.3 The Client should remove fragile, valuable, or easily damaged items from the areas to be cleaned prior to the arrival of the Company. The Company will not be responsible for the movement of heavy furniture or delicate objects unless this has been expressly agreed in advance.
7.4 The Client is responsible for supervising children, pets, and other occupants during the provision of the Services and must ensure that they are kept away from cleaning equipment, chemicals, and wet surfaces.
7.5 The Client must inform the Company of any known defects, pre-existing damage, loose fittings, or special care instructions relating to the carpets, flooring, or furnishings to be cleaned.
8. Service Limitations and Results
8.1 While the Company will use reasonable skill and care in providing the Services, it cannot guarantee the removal of all stains or the restoration of carpets and fabrics to a specific condition or appearance.
8.2 Some stains, wear, discolouration, or odours may be permanent or may require specialist treatment beyond the scope of standard cleaning methods. The Client acknowledges that the results of cleaning will depend on the age, type, and condition of the materials.
8.3 Drying times for carpets and fabrics vary depending on ventilation, temperature, humidity, and the nature of the material. The Company will provide general guidance but cannot guarantee a specific drying time.
8.4 The Company is not responsible for any damage or issues that arise from the Client or other occupants walking on or using carpets or furnishings before they are fully dry, or failing to follow aftercare instructions.
9. Damage, Liability and Insurance
9.1 The Company will exercise reasonable care when carrying out the Services and will maintain appropriate insurance cover in accordance with UK standards for its activities.
9.2 If the Client believes that the Company has caused damage to the Premises or contents, the Client must notify the Company as soon as reasonably practicable and, in any event, within 48 hours of the completion of the Services, providing full details and evidence where possible.
9.3 The Company’s liability for any proven damage or loss shall be limited to the reasonable cost of repair or restoration of the affected area or item, having regard to its age, condition, and market value prior to the incident.
9.4 The Company shall not be liable for any:
a. Pre-existing damage, wear, or defects; or
b. Shrinkage, colour loss, or distortion arising from inherent weaknesses, age, poor fitting, or previous cleaning or treatment methods; or
c. Indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.
9.5 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability which cannot be excluded or limited under UK law.
10. Waste Handling and Environmental Compliance
10.1 The Company will comply with applicable UK waste and environmental regulations in relation to wastewater, chemical use, and the disposal of materials arising from the provision of the Services.
10.2 Wastewater generated during cleaning will be disposed of safely and in accordance with local regulations. The Client must provide reasonable access to appropriate drainage facilities where required.
10.3 The Company will use cleaning products that are suitable for professional use and will follow manufacturer guidelines. The Client should inform the Company of any allergies, sensitivities, or environmental concerns so that suitable options can be considered where practicable.
10.4 The Company does not remove bulk household waste, construction debris, or hazardous materials. If such items are present and obstruct the provision of the Services, the Company may refuse to proceed and a call-out or cancellation fee may apply.
11. Complaints and Service Issues
11.1 The Company aims to deliver a high standard of service throughout its service area and welcomes feedback from Clients.
11.2 If the Client is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible and no later than 48 hours after completion, so that any issues can be investigated and, where appropriate, remedied.
11.3 The Company may, at its discretion, offer to re-visit the Premises to address specific concerns, provide a partial refund, or take other reasonable steps. Any such remedy will be offered without prejudice and will not constitute an admission of liability.
12. Access, Parking and Charges
12.1 The Client must ensure that suitable parking or loading arrangements are available for the Company’s vehicle within reasonable proximity to the Premises.
12.2 Any parking charges, permits, or congestion-related costs incurred in order to provide the Services may be charged to the Client as part of the overall service cost, where this has been communicated to the Client.
12.3 If the Company is unable to gain access to the Premises due to parking restrictions, blocked access, or other issues beyond its control, the Company may treat the visit as a late cancellation and apply the relevant fee.
13. Health and Safety
13.1 The Company will carry out its work in accordance with applicable health and safety legislation and industry best practice.
13.2 The Client must not request or insist that the Company’s staff undertake any action that could reasonably be considered unsafe or outside the agreed scope of the Services.
13.3 The Company reserves the right to withdraw its staff from the Premises if they reasonably believe that their safety is at risk due to the condition of the property, the behaviour of occupants, or any other hazardous circumstances. In such cases, a cancellation or call-out charge may apply.
14. Personal Data and Confidentiality
14.1 The Company will collect and process personal data relating to the Client only to the extent necessary to provide the Services, manage bookings, and comply with legal obligations.
14.2 The Company will handle personal data in accordance with applicable UK data protection laws. The Client’s information will not be sold to third parties.
14.3 The Company will treat information about the Client and the Premises as confidential and will not disclose it to third parties except as required by law or as necessary to deliver the Services.
15. Amendments to these Terms
15.1 The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or its business practices.
15.2 The version of the Terms and Conditions in force at the time of the Client’s booking will apply to that booking, unless a change is required by law or regulatory authority.
16. Governing Law and Jurisdiction
16.1 These Terms and Conditions, and any non-contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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, the Services, or their subject matter or formation.
By placing a booking with Sydenham Carpet Cleaners or by allowing the Services to be carried out at the Premises, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
