Balham Carpet Cleaners Terms of Service
These Terms and Conditions set out the basis on which Balham Carpet Cleaners provides professional cleaning services to residential and commercial customers. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, business, or organisation that requests or receives services from Balham Carpet Cleaners.
Company, we, us, our means Balham Carpet Cleaners, the provider of the cleaning services.
Services means any cleaning services provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning and related treatments.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor, or representative of the Company who performs the Services.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, based on the Customer’s description of the Premises and requirements. The Customer is responsible for providing accurate information about the size, condition, and type of areas or items to be cleaned.
Any quote or estimate is based on information provided by the Customer and may be revised if the actual condition, size, or access to the Premises differs from the description given. In such cases, the Company will inform the Customer before proceeding with any additional work or charges.
3. Booking Process
Bookings may be made by telephone or through other communication methods offered by the Company. A booking is considered an offer by the Customer to purchase Services in accordance with these Terms and Conditions.
The Company reserves the right to accept or decline any booking. A booking will be confirmed when the Company provides written or verbal confirmation and, if required, when a deposit has been received.
The Customer must provide the full address of the Premises, details of access, parking information, and any relevant instructions or restrictions at the time of booking. Failure to disclose important information that affects our ability to carry out the Services may result in additional charges or cancellation.
The Company strives to allocate appointment times as accurately as possible, but appointment times are approximate and may be subject to change due to traffic, weather conditions, previous jobs, or other circumstances beyond the Company’s control. The Company will endeavour to inform the Customer of any significant delays or changes.
4. Pricing and Estimates
Prices are generally provided per room, per item, or per job, and may take into account factors such as size, type of material, level of soiling, and access to the Premises. All prices will be communicated to the Customer before the booking is confirmed, based on the information available at the time.
Verbal or written quotes are estimates only and may be adjusted if the actual work required differs from the original description or if additional services are requested on the day of service. Any changes to the price will be discussed with the Customer before work continues.
Unless otherwise stated, prices are quoted in pounds sterling and inclusive of any applicable taxes. The Company reserves the right to update prices from time to time. The applicable price will be the one in force at the time the booking is confirmed.
5. Payments
Payment is due in full upon completion of the Services, unless agreed otherwise in advance in writing. The Company may accept various methods of payment, such as cash, bank transfer, or card payment, subject to availability at the time of service.
For certain Services or larger bookings, the Company may require a deposit or pre-payment to secure the appointment. Deposits are generally non-refundable unless the Customer cancels within the permitted cancellation period or where the Company cancels the booking without offering a suitable alternative.
If payment is not received on completion and no alternative arrangement has been agreed, the Company reserves the right to charge interest on overdue amounts at the statutory rate, as well as reasonable costs incurred in pursuing payment, including legal and debt recovery costs.
Where the Customer is a business or organisation with an agreed account or invoice arrangement, payment terms will be specified on the invoice. Late payments may result in suspension of further Services until all outstanding sums are paid in full.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing notice to the Company. The following conditions generally apply unless otherwise agreed:
If the Customer cancels or reschedules more than 48 hours before the scheduled appointment time, any deposit paid may be applied to a future booking or refunded at the Company’s discretion.
If the Customer cancels or reschedules less than 48 hours before the appointment, the Company reserves the right to retain any deposit and may charge a cancellation fee of up to 50 percent of the quoted price to cover the Technician’s time and lost opportunity.
If the Customer fails to provide access to the Premises at the agreed time, or the Technician is unable to carry out the Services due to circumstances within the Customer’s control, this may be treated as a late cancellation and subject to the same cancellation charges.
The Company may cancel or reschedule the booking where necessary due to Technician illness, vehicle breakdown, severe weather, or other circumstances beyond its reasonable control. In such cases, the Company will endeavour to offer an alternative appointment as soon as reasonably possible. Where no suitable alternative can be arranged, any deposit paid will be refunded.
7. Customer Obligations
The Customer must ensure that the Premises are safe and accessible for the Technician at the agreed time. This includes arranging suitable parking, clear access to the areas to be cleaned, and the removal of fragile or valuable items where reasonably necessary.
The Customer must inform the Company in advance of any known hazards or risks at the Premises, such as loose floor coverings, electrical issues, or the presence of pets or persons who may require special consideration.
The Customer is responsible for ensuring that electricity and hot water are available at the Premises for the duration of the Services, where required for the cleaning processes.
Children and pets should be kept away from the areas being cleaned and from equipment used by the Technician for safety reasons and to allow the work to be carried out efficiently.
8. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, using appropriate cleaning methods and products. However, the Customer acknowledges that:
Some stains, odours, and wear damage may be permanent and cannot be fully removed by cleaning.
Certain materials and fibres have inherent limitations and may react unpredictably to cleaning, especially where items are old, heavily soiled, damaged, or have been previously treated with unsuitable products.
The Company cannot guarantee that all spots, stains, or odours will be eliminated, particularly where there is underlying damage, extensive pet contamination, or contamination that has penetrated backing or subfloors.
The Technician will assess items and areas prior to cleaning and will advise the Customer if there is a foreseeable risk of damage or a low likelihood of success. By authorising the Technician to proceed, the Customer accepts these risks.
9. Liability and Damage
The Company will exercise reasonable care while working at the Premises. If damage is caused directly by the negligence of the Company or its Technicians, the Company will, at its option, repair the damage, arrange for a third party to repair it, or compensate the Customer for the reasonable cost of repair.
The Company’s total liability to the Customer for any loss or damage arising from or in connection with the Services shall be limited to the total fees paid or payable for the relevant Services, except where such limitation is not permitted by law.
The Company will not be liable for:
Any pre-existing damage or wear, including but not limited to fading, shrinkage, loose seams, sun damage, or weak fibres that become apparent or are worsened by the cleaning process.
Indirect or consequential losses, loss of profit, loss of business, or loss of opportunity.
Any delay or failure to perform Services due to events outside the Company’s reasonable control.
Nothing in these Terms and Conditions will exclude or limit the Company’s liability for death or personal injury caused by its negligence, or any other liability that cannot be excluded under applicable law.
10. Complaints and Re-Cleans
If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible and in any event within 48 hours of completion of the work. The Company may request photographs or access to the Premises to assess the issue.
Where a complaint is justified, the Company may offer a re-clean of the affected area or a partial refund, at its discretion. A re-clean will generally be offered before any refund is considered, provided that the Customer gives the Company the opportunity to rectify the issue.
Complaints raised outside of the specified timeframe may be more difficult to assess fairly and may not qualify for a re-clean or refund, particularly where the condition of the Premises may have changed since the Services were carried out.
11. Waste Handling and Environmental Compliance
The Company complies with applicable waste management and environmental regulations when carrying out Services and disposing of any waste generated as part of the cleaning process.
Any waste arising directly from the Services, such as used cleaning solutions and extracted residues, will be managed in accordance with relevant regulations and industry best practice. The Company will not remove general household waste, bulk items, or hazardous materials as part of standard Services, unless explicitly agreed prior to booking.
The Customer is responsible for the safe and lawful disposal of any waste unrelated to the cleaning work, including domestic refuse, building debris, or hazardous substances present at the Premises.
The Company reserves the right to refuse to handle or remove any materials that may pose a health, safety, or environmental risk, or that fall outside the scope of the agreed Services.
12. Health and Safety
The Company takes health and safety seriously and expects the Customer to support safe working conditions at the Premises. Technicians will use cleaning products and equipment in accordance with manufacturer instructions and health and safety guidance.
The Customer should avoid walking on recently cleaned carpets or floors until they are advised it is safe to do so, as surfaces may be slippery or susceptible to re-soiling. The Customer is responsible for supervising anyone present at the Premises, including children, visitors, and pets, during and immediately after the cleaning process.
13. Insurance
The Company maintains appropriate insurance cover for its business activities, including public liability insurance. Evidence of insurance can be made available to the Customer upon request.
14. Privacy and Data Protection
The Company collects and uses personal information such as names, addresses, and contact details solely for the purpose of managing bookings, providing Services, processing payments, and communicating with Customers.
Customer information will be handled in accordance with applicable data protection laws. The Company will not sell or share personal data with third parties except where required for service delivery, legal compliance, or with the Customer’s consent.
15. Variations to Terms
The Company may update or amend these Terms and Conditions from time to time. Any changes will take effect when posted on the Company’s official documentation or otherwise communicated to Customers, and will apply to bookings made after the date of the change.
For ongoing contracts or account Customers, the Company will provide reasonable notice of any material changes to these Terms and Conditions.
16. Governing Law and Jurisdiction
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.
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.
17. Severability
If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that part shall be deemed deleted, and the remaining provisions will continue in full force and effect.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the Services, and supersede any prior understandings, agreements, or representations, whether written or oral, relating to the subject matter.
By placing a booking with Balham Carpet Cleaners, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
