Tufnell Park Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Tufnell Park Carpet Cleaners provides professional carpet, upholstery and related cleaning services to domestic and commercial customers in our service area. By booking a service with us, 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 expressions have the meanings set out below:
Customer means the person, company or organisation booking the services.
Company, we or us means Tufnell Park Carpet Cleaners.
Services means any carpet, rug, upholstery, hard floor, end of tenancy, or related cleaning service supplied by the Company.
Premises means the property or area where the Services are to be carried out.
Technician means an employee, contractor or representative of the Company who performs the Services.
2. Scope of Services
The Company provides carpet and upholstery cleaning and related services tailored to both residential and commercial customers. The specific scope of work for each booking will be confirmed verbally or in writing at the time of booking, based on the information provided by the Customer.
Unless expressly stated otherwise, the Services include only the cleaning tasks agreed at the time of booking. Moving heavy or delicate furniture, removal of personal items, and access to restricted areas are not included unless specifically agreed in advance.
3. Booking Process
3.1 Bookings may be made by the Customer through the Companys accepted communication channels. By placing a booking request, the Customer confirms that they are legally capable of entering into a binding contract and are at least 18 years old.
3.2 All bookings are subject to availability and are not confirmed until the Company has provided confirmation of the appointment date, time window and estimated price. The Company reserves the right to refuse or decline a booking at its sole discretion.
3.3 The Customer is responsible for providing accurate and complete information regarding the Premises and the required Services, including the number and size of rooms or items, the type of flooring or upholstery, access limitations, parking arrangements, and any known stains, damage or special requirements.
3.4 Where the Company offers an estimated arrival window, this is an estimate only. While every effort is made to arrive on time, circumstances such as traffic, weather or overrunning jobs may cause delays. In such cases the Company will take reasonable steps to inform the Customer as soon as practicable.
4. Estimates and Pricing
4.1 Any price or estimate provided prior to inspection of the Premises is based on the information supplied by the Customer. The final price may change if the actual condition, size or nature of the work differs from that described.
4.2 The Technician will assess the Premises on arrival. If the scope of work is significantly different from that originally described, the Technician will inform the Customer and may provide a revised price. If the Customer does not accept the revised price, the Company reserves the right not to proceed with the Services and may charge a call-out or cancellation fee as described in these Terms.
4.3 Unless otherwise stated, all prices are quoted in pounds sterling and are inclusive or exclusive of VAT according to the Companys VAT status at the time of booking. Any applicable VAT treatment will be made clear to the Customer.
5. Payments
5.1 Payment is due on completion of the Services on the same day, unless otherwise agreed in writing in advance. The Customer agrees to pay the full amount for the Services provided, together with any agreed additional charges.
5.2 The Company may accept various forms of payment, such as cash, bank transfer or card payment, subject to availability and any applicable conditions. The accepted payment methods will be communicated to the Customer at or before the time of booking.
5.3 For certain bookings, including but not limited to large commercial jobs, end of tenancy cleans, or work scheduled over multiple days, the Company may require a deposit or full prepayment to secure the appointment. Any deposit requirements will be notified to the Customer in advance.
5.4 Where credit terms are agreed for business Customers, invoices are payable within the period stated on the invoice. The Company reserves the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK legislation.
6. Cancellations, Rescheduling and Access
6.1 The Customer may cancel or reschedule a booking, subject to providing the minimum notice period specified in this section. The notice period is calculated based on normal business hours and excludes weekends and public holidays unless otherwise stated.
6.2 If the Customer cancels or reschedules a booking with at least 48 hours notice before the scheduled start time, no cancellation fee will normally be payable, unless a non-refundable deposit has been agreed for the particular job.
6.3 If the Customer cancels or reschedules a booking with less than 48 hours notice, the Company reserves the right to charge a cancellation fee of up to 50 percent of the quoted price, to cover allocated time and administrative costs.
6.4 If the Customer cancels on the day of service or fails to provide access to the Premises at the agreed time, the Company may charge up to 100 percent of the quoted price. Failure to provide access includes but is not limited to the Customer not being present, keys not working, or any other situation where the Technician cannot reasonably commence work.
6.5 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to staff illness, equipment failure, severe weather, or safety concerns. In such circumstances, the Company will offer an alternative appointment where possible and will not be liable for any consequential loss.
7. Customer Obligations and Preparation
7.1 The Customer must provide safe and reasonable access to the Premises, including suitable parking or loading arrangements within a reasonable distance so that equipment can be transported safely.
7.2 The Customer is responsible for ensuring that the Premises are ready for cleaning. This includes removing fragile items, valuables and personal belongings from the areas to be cleaned, and moving light furniture where reasonably possible, unless otherwise agreed.
7.3 The Customer must inform the Company and the Technician of any known hazards, risks or sensitivities at the Premises, including loose floor coverings, damaged fittings, alarm systems, pets, allergies, or any restrictions on the use of certain cleaning products.
7.4 The Customer agrees not to use the cleaned areas until they are fully dry and safe to walk on, and to follow any aftercare instructions given by the Technician. The Company accepts no liability for accidents or damage arising from failure to follow such instructions.
8. Service Delivery and Limitations
8.1 The Company will provide the Services with reasonable skill and care, using appropriate cleaning methods and products for the type of carpet, upholstery or surface to be treated, based on the information available.
8.2 While every effort will be made to remove stains, odours and marks, no guarantee can be given that all staining or soiling will be fully removed. The outcome depends on factors such as the age and type of stain, previous cleaning attempts, fibre composition and general condition.
8.3 Certain stains, wear, sun damage, heavy soiling, or pre-existing damage may become more apparent after cleaning. The Company is not responsible for such pre-existing conditions or for any consequential appearance of defects following a professional clean.
8.4 The Customer acknowledges that shrinkage, colour changes or minor damage may occasionally occur where carpets or fabrics are already weakened, poorly fitted, or unsuitable for wet or specific cleaning processes. The Technician will take reasonable steps to identify and mitigate such risks, but the Company cannot be held liable where it has acted with reasonable care and in accordance with industry practice.
9. Waste, Environmental and Regulatory Compliance
9.1 The Company will handle and dispose of any waste generated during the provision of Services in accordance with applicable UK waste management and environmental regulations, including relevant regulations on the handling of trade waste and controlled waste.
9.2 The Customer remains responsible for the disposal of any household or business waste that is not directly created by the cleaning process, such as general rubbish, large unwanted items, or hazardous substances that are not part of the Services.
9.3 Where the Services involve the removal of contaminants or substances classed as special or hazardous waste, the Company may refuse to handle such materials or may require additional charges to comply with regulatory requirements. The Customer must disclose any such materials in advance.
9.4 The Company aims to use cleaning products and methods that are effective while taking account of environmental considerations. However, the selection of products remains at the Companys discretion, subject to safety, effectiveness, and compliance with relevant laws.
10. Damage, Liability and Insurance
10.1 The Company maintains appropriate insurance cover for its operations as required by UK law and good industry practice. Details of insurance cover can be made available to the Customer on reasonable request.
10.2 The Customer must report any alleged damage, loss or issue arising from the Services as soon as reasonably possible and in any event within 48 hours of the work being completed. The Company reserves the right to inspect the alleged damage before any repair, replacement or compensation is agreed.
10.3 The Companys total liability for direct loss or damage arising from its Services, whether in contract, tort or otherwise, shall be limited to the lower of the cost of repairing the damage or the value of the affected item, subject to a reasonable assessment of wear, age and condition.
10.4 The Company will not be liable for:
a any pre-existing damage, wear, defects or staining;
b any loss or damage arising from inaccurate or incomplete information provided by the Customer;
c any indirect, consequential or economic loss, including loss of profit, business, revenue, anticipated savings or enjoyment;
d any damage resulting from the Customers failure to follow advice or aftercare instructions.
10.5 Nothing in these Terms limits or excludes the Companys liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which it would be unlawful to limit or exclude liability under UK law.
11. Complaints and Service Issues
11.1 The Company aims to deliver a high standard of service. If the Customer is dissatisfied for any reason, they should raise the issue directly with the Technician on site where possible or contact the Company as soon as reasonably practicable after completion of the work.
11.2 The Company may, at its discretion, offer to re-clean specific areas, provide a partial refund, or take other reasonable steps to address justified complaints, provided the Customer has given the Company a fair opportunity to inspect and remedy the issue.
12. Personal Data and Privacy
12.1 The Company collects and processes personal data necessary to manage bookings, deliver Services, and handle payments and communications. This may include the Customers name, address, contact details and service history.
12.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell the Customers personal details to third parties and will only share information where necessary to provide the Services, comply with legal obligations, or with the Customers consent.
13. Variations to Terms
13.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any such changes will take effect when posted or otherwise communicated and will apply to future bookings.
13.2 The version of the Terms and Conditions in force at the time of the Customers booking will govern that particular contract for Services, unless a change is required by law or regulatory authority.
14. Governing Law and Jurisdiction
14.1 These Terms and Conditions, and any contract between the Customer and the Company, are governed by and construed in accordance with the laws of England and Wales.
14.2 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, the Services, or their subject matter or formation.
15. General Provisions
15.1 If any provision of these Terms is found by a court or other competent authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
15.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.
15.3 These Terms and Conditions, together with any written confirmation of booking or specific agreement provided by the Company, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions or understandings.