Terms And Conditions
Elephant and Castle Carpet Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which Elephant and Castle Carpet Cleaning provides professional carpet and related cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions, which form a contract between you and the service provider trading as Elephant and Castle Carpet Cleaning.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the individual, company or organisation requesting or receiving cleaning services.
Company means the cleaning service provider trading as Elephant and Castle Carpet Cleaning.
Services means carpet cleaning and any additional cleaning or related services agreed between the Client and the Company at the time of booking.
Premises means the property or location where the Services are to be carried out.
2. Scope of Services
The Company provides professional carpet cleaning and related services to Clients within its designated service area. The specific Services to be delivered at each appointment will be confirmed at the time of booking, based on the Client's requirements and the information supplied about the Premises.
The Company reserves the right to decline or amend a booking where the requested work falls outside its normal scope of Services, requires specialist equipment not reasonably available, or where access or site conditions render the work unsafe or impracticable.
3. Booking Process
3.1 Bookings may be made by the Client through the Company's accepted booking channels as communicated from time to time. When making a booking, the Client must provide accurate and complete information, including the address of the Premises, type and approximate size of areas to be cleaned, access details, and any particular requirements or known issues such as heavy soiling, pet stains or water damage.
3.2 The Company will provide an estimated price and proposed date and time for the Services based on the information supplied. Any estimate given prior to attendance is not a fixed quotation and may be revised if the actual conditions at the Premises differ from those described by the Client.
3.3 A booking will be treated as provisional until it has been expressly accepted by the Company. Confirmation may be given verbally or in writing, and once confirmed a contract for the provision of Services will arise in accordance with these Terms and Conditions.
3.4 The Client is responsible for ensuring that a person with authority to grant access is present at the Premises at the agreed start time, or that alternative secure arrangements for access have been agreed in advance.
4. Access and Client Responsibilities
4.1 The Client must provide safe, unimpeded access to the Premises, including arrangements for parking where reasonably possible. Any parking charges or access fees incurred solely for the provision of the Services may be added to the Client's invoice.
4.2 The Client is responsible for removing small and fragile items from the areas to be cleaned and for securing any valuables. While reasonable care will be taken, the Company does not accept liability for damage to items left in areas where the Services are being performed that could reasonably have been removed by the Client in advance.
4.3 The Client should notify the Company in advance of any particular risks at the Premises, including loose flooring, pre-existing damage, delicate materials, alarm systems or restrictions on the use of water or electricity.
4.4 The Client shall ensure that adequate electricity and water supplies are available at the Premises for the duration of the appointment, unless alternative arrangements have been expressly agreed. If necessary utilities are not available, the Company may treat the appointment as a late cancellation and apply the relevant charges.
5. Pricing and Quotations
5.1 Prices for the Services are based on the nature and size of the areas to be cleaned, the condition of carpets or surfaces, access conditions, and any additional tasks agreed at booking or upon arrival.
5.2 Any quotation or estimate provided prior to inspection of the Premises is given in good faith on the basis of the information supplied by the Client. The Company reserves the right to amend the price if, on arrival, the work required is materially different in scope, size or condition. In such circumstances, the Company will inform the Client before proceeding and seek approval for any revised price.
5.3 All prices are stated in pounds sterling and, where applicable, inclusive or exclusive of VAT or similar taxes as communicated by the Company at the time of booking.
6. Payments
6.1 Payment terms will be communicated at the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the Services at the Premises.
6.2 The Company accepts the payment methods it has chosen to offer, which may include cashless options and other commonly used payment channels. The available payment methods may be updated from time to time.
6.3 For commercial Clients or larger appointments, the Company may require a deposit or part payment in advance to secure the booking. Any such requirement will be confirmed prior to acceptance of the booking.
6.4 Invoices not settled within the agreed payment term may be subject to late payment charges and interest at a reasonable rate, together with any reasonable costs incurred by the Company in recovering overdue sums.
7. Cancellations and Rescheduling
7.1 The Client may cancel or request to reschedule an appointment by providing notice through the same or another accepted communication channel used for booking.
7.2 Where the Client cancels with reasonable advance notice, typically at least 24 hours before the scheduled start time, any deposit paid may be refunded or applied to a future booking, subject to any specific terms advised at booking.
7.3 The Company reserves the right to charge a cancellation fee where a booking is cancelled with insufficient notice, where the operative is unable to gain access to the Premises at the agreed time, or where the appointment cannot proceed due to the Client's failure to provide necessary utilities or information.
7.4 If the Company needs to cancel or reschedule due to unforeseen operational issues, illness, adverse conditions, safety concerns or events beyond its reasonable control, it will notify the Client as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.
8. Service Standards and Limitations
8.1 The Company will carry out the Services with reasonable skill and care, using methods and products appropriate for professional carpet and related cleaning.
8.2 While every effort will be made to achieve satisfactory stain and odour removal, the Client acknowledges that some stains, marks, wear, discolouration and damage may be permanent and cannot be fully treated. The Company does not guarantee the complete removal of all stains or restoration of carpets to a new condition.
8.3 Drying times after cleaning will vary depending on carpet type, ventilation, temperature and other conditions. Any indication of likely drying time is an estimate only and not a guarantee.
8.4 The Client is responsible for following any aftercare advice provided, including guidance on walking on damp carpets, replacing furniture, ventilation and use of heating. The Company accepts no liability for damage resulting from failure to follow aftercare instructions.
9. Damage, Liability and Insurance
9.1 The Company holds appropriate insurance cover for its business activities. Details of cover can be made available upon reasonable request.
9.2 The Company will take reasonable care when moving light furniture and equipment where required to access areas to be cleaned. The Company will not be responsible for damage to items that are fragile, unstable, of high value, or that should reasonably be moved by the Client prior to the appointment.
9.3 The Client must notify the Company as soon as possible, and in any event within 48 hours of completion of the Services, of any alleged damage or dissatisfaction. Reasonable evidence may be required to investigate and consider any claim.
9.4 To the fullest extent permitted by law, the Company's total liability to the Client arising under or in connection with the provision of the Services, whether in contract, tort including negligence or otherwise, shall be limited to the total amount paid or payable by the Client for the specific appointment giving rise to the claim.
9.5 The Company shall not be liable for loss of profit, loss of business, loss of use, loss of opportunity, or any indirect or consequential loss or damage arising from the provision or non-provision of the Services.
9.6 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle, collect and dispose of waste generated in the course of providing the Services in accordance with applicable UK waste management and environmental regulations.
10.2 Standard carpet cleaning waste water will normally be disposed of using appropriate drainage facilities at the Premises or through systems compliant with local requirements. The Client agrees to allow reasonable use of drains or facilities for this purpose where lawful and appropriate.
10.3 Where the Services give rise to waste that is classified as controlled or special waste, or where carpets or materials are to be removed from the Premises, the Company will notify the Client and may apply additional charges to cover compliant collection, transport and disposal.
10.4 The Client shall not request, and the Company shall not agree to, any disposal method that breaches or is likely to breach applicable waste and environmental regulations. The Company reserves the right to refuse any instruction that appears to contravene such regulations.
11. Health and Safety
11.1 The Company will conduct its activities with regard to applicable health and safety obligations and will take reasonable steps to minimise risks to its operatives, the Client, occupants of the Premises and visitors.
11.2 The Client shall provide a safe working environment and notify the Company of any known hazards, including but not limited to exposed wiring, structural issues, contamination, or the presence of aggressive animals.
11.3 The Company may decline to carry out or may discontinue the Services if, in its reasonable opinion, conditions at the Premises pose an unacceptable risk to health or safety. Any resulting cancellation or partial completion will be handled in accordance with the cancellation provisions of these Terms and Conditions.
12. Complaints and Service Issues
12.1 If the Client is dissatisfied with any aspect of the Services, they should raise the issue with the Company as soon as reasonably possible, preferably within 24 to 48 hours of completion, so that the matter can be assessed while conditions remain similar.
12.2 Where the Company considers a complaint justified, it may at its discretion offer to re-attend to address the issue, provide a partial refund, or take other reasonable steps to remedy the situation. Any such remedy will be in full and final settlement of the relevant complaint, unless otherwise agreed.
13. Privacy and Data
13.1 The Company may collect and store personal data about the Client, including contact details, address details and information relating to bookings, for the purposes of administering appointments, invoicing and service improvement.
13.2 The Company will handle personal data in accordance with applicable data protection legislation and will take reasonable measures to keep such data secure. Personal data will not be sold to third parties. It may be shared with trusted partners only where necessary for the performance of the Services or compliance with legal obligations.
14. Amendments to Terms
14.1 The Company may update or amend these Terms and Conditions from time to time. The current version applicable at the time of booking will be made available to the Client upon request or by publication as part of the Company's service information.
14.2 Any changes will not affect existing confirmed bookings unless required by law or regulatory change, in which case reasonable notice will be given where practicable.
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 or formation, 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 and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
16.3 The Client may not assign or transfer any rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary for the efficient provision of the Services.
16.4 These Terms and Conditions, together with any specific details confirmed at the time of booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements relating to the same subject matter.
