St Margarets Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which St Margarets Carpet Cleaners supplies carpet and upholstery cleaning and related services to residential and commercial customers. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming a service.
1. Definitions
In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:
Customer means the person, firm, or company requesting services from St Margarets Carpet Cleaners.
Company means St Margarets Carpet Cleaners and its employees, contractors, and authorised representatives.
Services means all cleaning and related services provided by the Company, including carpet cleaning, rug cleaning, upholstery cleaning, stain treatment, and any ancillary work agreed in writing.
Premises means the property or location where the Services are to be provided.
Booking means a request by the Customer for the Company to provide Services, whether made by telephone, online form, or other method accepted by the Company.
2. Scope of Services
The Company provides professional carpet, rug, and upholstery cleaning services and associated treatments, subject to availability in the service area. The specific Services to be carried out, the rooms or items to be cleaned, and any additional treatments will be agreed at the time of Booking, and confirmed by the Company using the information you provide.
The Company reserves the right to refuse to provide Services where conditions at the Premises make it unsafe, unlawful, or impractical to do so, including but not limited to health and safety risks, access problems, or the presence of hazardous materials.
3. Booking Process
Bookings may be requested via the Company’s accepted channels, as advertised from time to time. When making a Booking, the Customer must provide accurate and complete information, including but not limited to:
Full address of the Premises.
Type and approximate size of the areas or items to be cleaned.
Type of flooring or fabric, and any known issues such as heavy soiling, existing damage, or stains.
Parking and access details.
Any time constraints or particular requirements.
The Company will provide an estimated arrival time or time window for the visit. This is an estimate only and not a guarantee. The Company will use reasonable endeavours to adhere to agreed timings and will inform the Customer of any significant delays where possible.
A Booking is only considered confirmed once the Company has acknowledged it and, where required, has received any applicable deposit or pre-authorisation payment.
4. Estimates and Quotes
All prices provided before inspection of the Premises are estimates only, based on the information supplied by the Customer. The Company reserves the right to adjust the price if the information provided was incomplete or inaccurate, or if the condition or size of the areas or items to be cleaned differs significantly from that described at the time of Booking.
Any change to the quoted price will be discussed with the Customer before work commences. If the Customer does not accept the revised price, the Company may cancel the Booking and any deposit may be withheld to cover reasonable administration and call-out costs, in accordance with section 7.
5. Customer Obligations
The Customer agrees to:
Provide safe and reasonable access to the Premises, including suitable parking where possible.
Ensure that electricity, water, and lighting are available as required for the Services.
Remove fragile, valuable, or easily damaged items from the areas where Services will be carried out.
Advise the Company of any known risks, such as loose fittings, previous water damage, or delicate fabrics.
Supervise children and pets during the visit and keep them away from equipment and treated areas.
The Customer is responsible for moving small light furniture and personal items in advance of the appointment if they wish these areas to be cleaned. The Company may assist with moving certain items where safe and practical to do so but is not obliged to move heavy, fragile, or bulky furniture, electrical equipment, or items fixed to the floor or wall.
6. Payments and Charges
Unless otherwise agreed in writing, payment is due immediately upon completion of the Services at the Premises. The Company accepts the payment methods it has chosen to offer from time to time, which may include cashless methods such as card or bank transfer. The Customer is responsible for ensuring that payment can be made at the agreed time.
Where the Company requires a deposit or pre-authorisation at the time of Booking, this will be communicated to the Customer in advance. Deposits may be deducted from the final invoice or retained in the event of late cancellation, in accordance with section 7.
If payment is not made on completion of the Services, the Company reserves the right to charge interest on the overdue amount at the statutory rate applicable to business transactions in the UK, together with any reasonable costs incurred in pursuing recovery of outstanding sums.
All prices are quoted in pounds sterling and, where applicable, include any sales taxes that the Company is required to charge under UK law. If tax rates change between the date of Booking and the date of the Services, the Company will apply the rate in force at the time of invoicing.
7. Cancellations, Rescheduling, and Access
The Customer may cancel or reschedule a Booking without charge by giving the Company not less than 48 hours notice prior to the scheduled arrival time. Cancellations or rescheduling requests must be made through the same channel as the original Booking or as otherwise agreed with the Company.
If the Customer cancels or reschedules with less than 48 hours notice, or fails to provide access to the Premises at the agreed time, the Company reserves the right to charge a cancellation fee. This may be up to 50 percent of the estimated value of the Services, or an amount equal to any deposit paid, whichever is greater, to cover administrative and lost booking time costs.
If the Company is unable to attend the Premises due to unforeseen circumstances such as staff illness, vehicle breakdown, or extreme weather, it will inform the Customer as soon as reasonably practicable and offer an alternative appointment date and time. The Company will not be liable for any indirect loss arising from such rescheduling or cancellation.
8. Service Standards and Limitations
The Company will use reasonable skill and care in providing the Services and will use cleaning methods and products it considers suitable for the type of carpet, rug, or upholstery, based on information supplied by the Customer and its own visual inspection.
The Customer acknowledges that:
Some stains, odours, and marks may be permanent and cannot be fully removed.
Results depend on factors including fibre type, age of the carpet or fabric, previous cleaning methods, and the nature and age of stains.
While the Company will take reasonable measures to protect furnishings and surroundings, some minor splashes, dampness, or temporary odours may occur as part of the cleaning process.
The Company does not guarantee complete stain or odour removal or restoration of carpets or fabrics to their original condition.
The Customer must follow any aftercare instructions provided, including ventilation, drying times, and restrictions on walking on or using the cleaned areas. The Company is not liable for issues arising from failure to follow these instructions.
9. Damage and Liability
The Company will take reasonable care to avoid damage to property and belongings while carrying out the Services. If the Customer believes that damage has occurred as a direct result of the Company’s actions, the Customer must notify the Company as soon as reasonably possible, and in any event within 48 hours of completion of the Services, providing photographs and details of the alleged damage.
Where damage is established to have been caused by the Company and not by pre-existing conditions or inherent defects in the carpet, fabric, or property, the Company may, at its discretion:
Arrange for repair by a suitable contractor.
Offer a fair and reasonable financial compensation based on the age, condition, and value of the item, subject to evidence.
The Company is not liable for:
Wear, deterioration, or discolouration that becomes visible after cleaning.
Damage arising from weaknesses, defects, or conditions known or unknown to the Customer, such as loose seams, poorly fitted carpets, or sun damage.
Loss of profit, loss of business, or any indirect or consequential losses.
Any allergic reactions or health issues arising from cleaning solutions where the Customer has not notified the Company of sensitivities in advance.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any matter which cannot be limited or excluded under applicable UK law.
10. Waste, Disposal, and Environmental Compliance
The Company will comply with applicable UK regulations relating to the handling and disposal of waste arising from the Services. This includes safe use, dilution, and disposal of cleaning solutions and waste water in a lawful and environmentally responsible manner.
The Customer agrees not to require or permit the Company to dispose of waste in a way that would breach environmental or local authority regulations. Where it is necessary to remove waste materials from the Premises, this will be done in accordance with relevant laws and any additional charges for specialist disposal will be agreed in advance where applicable.
The Company may use products and methods designed to minimise environmental impact where practical, but makes no guarantee that all products will be chemical free or suitable for all sensitivities. The Customer should advise the Company in advance of any specific environmental or health considerations.
11. Complaints and Dispute Resolution
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, preferably within 48 hours of completion. The Company will investigate and may request further information, photographs, or an opportunity to revisit the Premises to assess the issue.
Where a complaint is found to be justified, the Company may offer to re-clean the affected area, provide a partial refund, or take other appropriate remedial action. Any such remedy will be at the Company’s discretion, taking into account the nature of the complaint and the limitations outlined in these Terms and Conditions.
12. Data Protection and Privacy
The Company will collect and process personal data such as names, addresses, and contact details solely for the purpose of managing Bookings, providing Services, handling payments, and fulfilling its legal obligations. The Company will take reasonable steps to keep such data secure and will not sell personal information to third parties.
The Customer has the right to request access to personal data held about them and to request correction of any inaccuracies, in accordance with UK data protection legislation.
13. Force Majeure
The Company will not be liable for any delay in performing, or failure to perform, its obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond its reasonable control. These may include, but are not limited to, extreme weather, flood, fire, industrial disputes, power failures, road closures, and acts of government or public authorities.
14. Amendments to Terms and Conditions
The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s Booking will apply to that Booking. Material changes may be communicated by appropriate means where required by law.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, 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, the Services, or their subject matter or formation.
By confirming a Booking with St Margarets Carpet Cleaners, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.
