Terms And Conditions
Sutton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Sutton Carpet Cleaners provides professional carpet, upholstery and related cleaning services to residential and commercial customers. By booking or accepting any service from Sutton Carpet Cleaners 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 words have the meanings given below:
Customer means the person, firm or company requesting cleaning services from Sutton Carpet Cleaners.
Company, we, us or our means Sutton Carpet Cleaners.
Services means carpet, upholstery and related cleaning services and any other services supplied by us as agreed with the Customer.
Premises means the property or location where the Services are to be carried out.
Booking means a confirmed request for Services made by the Customer and accepted by the Company.
2. Scope of Services
2.1 Sutton Carpet Cleaners provides professional carpet, rug and upholstery cleaning and associated services. The specific Services to be provided will be described in the quotation or booking confirmation supplied to the Customer.
2.2 All Services are subject to availability and may vary depending on the condition of the materials to be cleaned, access to the Premises and the presence of adequate electricity and water supply.
2.3 We reserve the right to refuse or discontinue Services where we reasonably consider that:
a. the Premises are unsafe or unsanitary for our operatives, or
b. the work requested is outside the scope of normal professional cleaning, or
c. continuing may cause damage to the Premises, fixtures, fittings or items to be cleaned.
3. Booking Process
3.1 Bookings may be made by the Customer through our accepted communication channels as advertised on our official materials.
3.2 When requesting a quotation, the Customer must provide accurate information regarding the size and number of rooms or items, the type of material, the level of soiling, access to the Premises and any known issues such as stains, pet contamination, or previous damage.
3.3 Any quotation provided by us is based on the information supplied by the Customer. We reserve the right to amend the quotation or charge additional fees if the information provided was incomplete, inaccurate or misleading, or if additional work is requested or required on arrival.
3.4 A Booking is only confirmed once we have accepted the request for Services and provided confirmation to the Customer. We may, at our discretion, require a deposit or pre-authorisation before confirming a Booking.
3.5 The Customer must ensure that a person over the age of 18 is present at the Premises at the start and end of the Service appointment, unless otherwise agreed in writing.
4. Access to the Premises
4.1 The Customer is responsible for providing safe and reasonable access to the Premises at the agreed appointment time.
4.2 Parking arrangements and any applicable parking charges or permits must be organised by the Customer in advance. Any parking fees, fines or penalties incurred during the provision of Services due to inadequate or incorrect information from the Customer may be added to the final invoice.
4.3 If our operatives are unable to gain access to the Premises at the agreed time, or if there is an unreasonable delay in gaining access, we may treat the appointment as a late cancellation and apply the relevant cancellation charges.
5. Customer Responsibilities
5.1 The Customer must remove small items, personal belongings, valuables and fragile objects from the areas to be cleaned before our arrival.
5.2 Larger furniture items will be moved only where it is safe and practical for our operatives to do so. Certain heavy, fragile or fixed items may not be moved and the Customer should not expect cleaning under or behind such items.
5.3 The Customer should notify us in advance of any known issues that may affect the Services, including but not limited to:
a. pre-existing damage, wear or defects to flooring, carpets, rugs, upholstery or fixtures,
b. the presence of loose dyes, shrinkage risk or colour instability,
c. allergies or sensitivities to cleaning products affecting any occupants.
5.4 The Customer is responsible for ensuring that pets and children are kept away from the work area during and immediately after cleaning, particularly until carpets and upholstery are fully dry.
6. Pricing, Deposits and Payments
6.1 Prices for Services will be provided by way of a quotation or price list. All prices are given in pounds sterling and, unless stated otherwise, include applicable UK taxes.
6.2 We reserve the right to review and update our prices from time to time. The price applicable to a Booking will be the price confirmed at the time the Booking is made, subject to any adjustments for inaccurate information or extra work as set out in these Terms.
6.3 We may require a deposit or partial payment in advance to secure a Booking. Any such requirement will be communicated to the Customer during the booking process.
6.4 Unless otherwise agreed in writing, payment of the balance is due immediately upon completion of the Services. We may accept payment by cash, bank transfer or other methods that we make available, subject to our current payment policies.
6.5 If payment is not received when due, we reserve the right to charge interest on the outstanding amount at the statutory rate permitted for late payments in the UK until the balance is paid in full, and to recover reasonable costs of collection.
7. Cancellations, Rescheduling and No-Show
7.1 The Customer may cancel or reschedule a Booking by giving us reasonable notice in advance of the scheduled appointment time.
7.2 Where the Customer cancels or reschedules with sufficient notice in line with our current cancellation policy, any deposit paid may be refunded or transferred to a new appointment, as agreed.
7.3 If the Customer cancels or reschedules with limited notice, fails to provide access to the Premises, or is not present to allow the work to proceed at the agreed time, we may at our discretion:
a. retain all or part of any deposit paid, and or
b. charge a cancellation fee or minimum call-out charge, and or
c. invoice for any costs already incurred.
7.4 We will make reasonable efforts to attend confirmed appointments on time. However, appointment times are approximate and subject to traffic, weather conditions and earlier jobs. If we anticipate a significant delay, we will attempt to inform the Customer and agree a revised time.
7.5 In the rare event that we must cancel or significantly reschedule a Booking due to circumstances beyond our control, our liability will be limited to returning any deposit paid for that Booking or, with the Customer’s agreement, applying it to a new appointment.
8. Quality of Service and Limitations
8.1 We aim to provide Services with reasonable care and skill in line with industry standards for professional cleaning.
8.2 While we use appropriate methods and products for stain and odour treatment, we cannot guarantee the complete removal of all stains, marks, odours, or discolouration. Results depend on the nature and age of the stain, previous treatments, the type of material and other factors beyond our control.
8.3 Certain pre-existing conditions, including but not limited to wear, fading, sun damage, weak fibres, prior chemical use, shrinkage or loose seams, may limit the effectiveness of cleaning and increase the risk of damage. The Customer accepts these risks when requesting Services.
8.4 Carpets, rugs and upholstery may remain damp for several hours after cleaning. The Customer is responsible for ensuring adequate ventilation and accepting that drying times may vary according to materials and environmental conditions.
9. Damage, Liability and Insurance
9.1 We will exercise reasonable care when providing Services. If accidental damage occurs to the Customer’s property as a direct result of our negligence, we will, at our discretion, arrange repair, replacement or fair compensation, subject to the limitations in this section.
9.2 The Customer must notify us in writing of any alleged damage, loss or service issues within 48 hours of completion of the Services, providing details and evidence where possible. We may need to inspect the issue in person before agreeing any remedy.
9.3 Our liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall in all cases be limited to the total amount paid or payable by the Customer for the specific Booking during which the incident occurred.
9.4 We will not be liable for:
a. pre-existing damage, wear, defects or stains,
b. shrinkage, colour loss, pile distortion or texture changes where we have used reasonable care and appropriate products and methods,
c. any damage arising from faulty manufacturing, incorrect installation or non-standard materials,
d. loss of profit, loss of business, loss of contracts or any indirect or consequential loss or damage.
9.5 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.
10. Complaints and Dispute Resolution
10.1 If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as possible and within 48 hours of completion, explaining the issue clearly.
10.2 We will investigate complaints promptly and, where appropriate, offer a remedy which may include a re-clean of the affected area, a partial refund or another suitable solution, at our discretion.
10.3 The Customer agrees to give us a reasonable opportunity to inspect and, if appropriate, rectify any alleged shortcomings before arranging third-party cleaning or repair services. Failure to do so may limit or invalidate any claim against us.
11. Waste Handling and Environmental Compliance
11.1 Sutton Carpet Cleaners operates in accordance with applicable UK legislation and local regulations relating to the handling, transport and disposal of waste produced in the course of our Services.
11.2 In most cases, waste generated during standard carpet and upholstery cleaning will consist primarily of soiled water, minor solid residues and containers for cleaning products. We will handle such waste responsibly in line with current environmental and waste management requirements.
11.3 Where a job involves significant waste, heavy contamination, hazardous substances or sharps, we may decline the work or require specialist services at additional cost. The Customer must declare any such issues when making a Booking.
11.4 The Customer is responsible for complying with any local rules or building regulations regarding waste storage, access to drainage and disposal points at the Premises.
11.5 We aim to use products and methods that minimise environmental impact where reasonably practicable, without compromising cleaning standards or safety.
12. Health and Safety
12.1 We are committed to maintaining a safe working environment for our operatives and Customers. We will take reasonable steps to identify and manage risks associated with our Services.
12.2 The Customer must inform us of any known health and safety concerns at the Premises, such as loose floorboards, trailing cables, inadequate lighting, or hazardous materials.
12.3 Cleaning solutions and equipment must not be used, touched or handled by the Customer or any third party during the provision of Services. Children and pets should remain clear of the work area at all times.
13. Privacy and Data Protection
13.1 We collect and process personal data from Customers only to the extent necessary to manage Bookings, provide Services, take payment, and administer our business.
13.2 Customer details will be handled in accordance with applicable UK data protection legislation. We will not sell or share Customer data with unrelated third parties except where required by law or necessary to deliver the Services.
14. Amendments to These Terms
14.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our business practices, legal requirements or industry standards.
14.2 The version of the Terms and Conditions in force at the time the Customer makes a Booking will apply to that Booking, unless a change is required by law or expressly agreed with the Customer.
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 the Services provided, 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. General Provisions
16.1 If any provision of these Terms is found by a court or other competent authority to be invalid or unenforceable, that provision shall be interpreted in a way that reflects the original intent as closely as possible, and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by either party in exercising any right or remedy under these Terms shall operate as a waiver of that or any other right or remedy.
16.3 These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior discussions, correspondence or understandings.
By making a Booking with Sutton Carpet Cleaners, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
