Bayswater Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Bayswater Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers. By placing a booking or allowing work to commence, 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 requesting the services.
Company means Bayswater Carpet Cleaners, including its employees, contractors and representatives.
Services means any cleaning, stain treatment, deodorising, protective treatment, or related work carried out by the Company.
Premises means the property or location where the Services are to be carried out.
Booking means a request by the Customer for Services, whether made by phone, online form, or other agreed method.
2. Scope of Services
The Company provides professional cleaning services including, but not limited to, carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related treatments. The exact scope of work for each Booking will be agreed with the Customer in advance, based on the information provided by the Customer about the Premises and the items to be cleaned.
The Company reserves the right to refuse any job that, in its reasonable opinion, poses a risk to health and safety, involves prohibited materials or waste, or falls outside its normal operational capabilities.
3. Booking Process
Bookings may be made by the Customer via telephone, website form, or other communication methods made available by the Company from time to time. When making a Booking, the Customer must provide accurate information, including:
Full address of the Premises.
Type and approximate size or number of items to be cleaned.
Any known stains, damage, infestation, contamination, access issues or parking restrictions.
Any particular requirements such as time constraints, security procedures, or special instructions.
The Company will provide an estimate or quotation based on the information supplied. All estimates are given in good faith but are not binding if the information provided by the Customer is incomplete or inaccurate, or if the actual condition at the Premises differs significantly from that described.
A Booking is considered confirmed when the Customer has accepted the estimate or quotation and, where required, paid any applicable deposit. The Company reserves the right to change the scheduled time or date in case of unforeseen circumstances, in which case reasonable efforts will be made to notify the Customer and agree an alternative appointment.
4. Access and Customer Obligations
The Customer is responsible for ensuring that the Company has safe and lawful access to the Premises at the agreed time. This includes providing correct access instructions, ensuring that an authorised adult is present to grant entry where required, and making sure that access routes are clear.
The Customer must remove small furniture, fragile items, valuables, and personal belongings from the areas to be cleaned, unless otherwise agreed. The Company will not be responsible for moving heavy, fragile or delicate items such as pianos, aquariums, large wardrobes, or valuable antiques unless specifically agreed in advance.
If parking permits, visitor passes or paid parking are required, the Customer is responsible for arranging them in advance or reimbursing the Company for reasonable parking charges incurred while carrying out the Services.
Where the Company is unable to gain access to the Premises, or if the Premises are not in a suitable condition for work to begin, the visit may be treated as a late cancellation and charges may apply in accordance with the cancellation terms set out below.
5. Pricing, Estimates and Quotations
Prices for Services may be stated as fixed fees, hourly rates, or per-item charges, depending on the nature of the work. All prices will be communicated to the Customer before the Booking is confirmed.
Estimates and quotations are based on the description supplied by the Customer and on typical conditions for similar jobs in the service area. If on arrival the Company finds that the work required is substantially greater than reasonably anticipated, or that there are additional items or issues not previously disclosed, the Company will inform the Customer and may revise the price accordingly. If the Customer does not agree to the revised price, the Company may cancel the Booking and may charge a call-out or cancellation fee to cover time and travel costs.
Unless explicitly stated otherwise, prices are exclusive of any applicable taxes or statutory charges that may be imposed from time to time, which will be added at the prevailing rate where applicable.
6. Payments
Payment terms will be confirmed to the Customer at the time of Booking. Unless otherwise agreed in writing:
For residential Customers, payment is due immediately upon completion of the Services at the Premises.
For commercial Customers, payment is due within the period indicated on the invoice issued by the Company.
The Company accepts payment by methods notified to the Customer in advance, which may include cashless options such as card or bank transfer. The Company does not accept responsibility for cash payments unless specifically agreed and receipted.
If a deposit is required to confirm the Booking, this will be deducted from the final invoice or retained in accordance with the cancellation policy where applicable.
In the event of late payment, the Company reserves the right to charge interest on overdue amounts at a reasonable rate and to recover any reasonable costs incurred in pursuing unpaid sums, including internal administration costs and third-party collection fees.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a Booking, subject to the following terms:
If the Customer cancels or reschedules more than 48 hours before the scheduled start time, any deposit paid may be refunded or transferred to a new appointment, at the Companys discretion.
If the Customer cancels or reschedules within 24 to 48 hours of the scheduled start time, the Company may charge a partial cancellation fee or retain part of any deposit to cover the loss of the booking slot.
If the Customer cancels, reschedules, or fails to provide access with less than 24 hours notice, the Company may charge up to the full quoted amount or retain the entire deposit, as a late cancellation fee.
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, vehicle breakdown, severe weather or safety concerns. In such cases, the Company will aim to provide as much notice as practicable and offer an alternative appointment. Any deposit paid will either be transferred to the new date or refunded if no alternative date can be mutually agreed.
8. Condition of Items and Results
The Customer acknowledges that the effectiveness of cleaning and stain removal depends on factors including the age, type and condition of carpets, rugs and fabrics, the nature and duration of stains, prior cleaning methods used, and the materials original quality.
While the Company will exercise reasonable care and skill and use appropriate cleaning methods and products, it does not guarantee that all stains, odours, marks or discolorations can be fully removed or that the appearance of items will be restored to a like-new condition.
The Customer must notify the Company in advance of any known defects, weakened fibres, loose seams, colour instability, previous damage or prior treatments that may affect the outcome of the cleaning. The Company will not be liable for pre-existing damage, wear, fading or deterioration revealed by the cleaning process.
9. Customer Inspection and Complaints
Upon completion of the Services, the Customer or an authorised representative should inspect the work while the Companys operative is still on site. Any concerns should be raised immediately so they can be addressed promptly.
If the Customer is not present or does not inspect at the time of completion, the work will be deemed accepted unless the Customer notifies the Company of a clear issue within a reasonable period after the visit. The Company will give fair consideration to any complaint raised in good faith and may arrange a return visit to inspect and, where appropriate, rectify the issue.
Any rectification will be limited to repeating or adjusting the Services originally agreed, and will not include additional work not covered in the initial Booking.
10. Liability and Limitations
The Company will carry out the Services with reasonable care and skill and will take reasonable measures to protect the Customers property. However, the Companys liability is subject to the following limitations:
The Company will not be liable for any loss or damage arising from inaccurate, incomplete or misleading information provided by the Customer.
The Company will not be liable for any pre-existing damage, wear, fading, shrinkage, loose threads, fraying, colour loss or other deterioration that may be revealed or made more visible by the cleaning process.
The Company will not be responsible for damage caused by the inherent defect, poor construction, or unsuitable material of any item.
The Company will not be liable for indirect or consequential losses, including loss of profits, business interruption, loss of opportunity or any similar loss, whether arising in contract, tort or otherwise.
To the fullest extent permitted by law, the Companys total aggregate liability for any claim arising out of or in connection with the provision of the Services shall not exceed the price paid or payable by the Customer for the specific Services giving rise to the claim.
Nothing in these Terms and Conditions limits or excludes any liability that cannot be limited or excluded under applicable law, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation.
11. Health and Safety
The Company will comply with applicable health and safety requirements and will use equipment and cleaning agents in accordance with manufacturer guidelines and industry practice.
The Customer must inform the Company of any health and safety risks at the Premises, including but not limited to structural issues, loose flooring, exposed electrical components, hazardous substances, infestations or aggressive animals. The Company reserves the right to suspend or terminate the Services if unsafe conditions are encountered.
After certain treatments, carpets and fabrics may remain damp for a period. The Customer is responsible for ensuring adequate ventilation and for taking reasonable precautions to prevent slips or other accidents while areas dry.
12. Waste, Disposal and Environmental Regulations
The Company will handle, collect and dispose of waste generated in the normal course of providing the Services in accordance with relevant waste and environmental regulations.
The Services do not include the removal or disposal of hazardous or regulated waste such as clinical waste, contaminated materials, asbestos, chemical residues or sharp objects. If such materials are discovered, the Company may immediately cease work in the affected area and advise the Customer on the need to engage a specialist contractor. The Customer will be responsible for arranging the safe removal and disposal of any such materials.
The Customer must not request the Company to dispose of items or substances in a manner that would breach local waste or environmental laws. The Company reserves the right to refuse any request that may involve unlawful or unsafe disposal.
Where appropriate, the Company will endeavour to use cleaning methods and products that are efficient and mindful of environmental impact, without compromising the quality or safety of the Services.
13. Property and Personal Belongings
The Customer is advised to remove or securely store valuables, cash, jewellery and sensitive documents before the Services commence. The Company will not accept liability for loss of such items unless caused by proven negligence or wrongful act of its staff while on the Premises.
The Customer should ensure that any fragile or irreplaceable objects are removed from the work areas. The Company will take reasonable care but will not be liable for accidental damage to fragile items left in or near areas being cleaned.
14. Insurance
The Company will maintain appropriate insurance cover for its business activities, including public liability insurance, as required by applicable law and industry practice. Details of insurance cover may be made available to Customers upon reasonable request.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. Such events may include extreme weather, natural disasters, acts of government, strikes, transport disruptions, or other events commonly described as force majeure.
16. Privacy and Data Protection
The Company will collect and process personal data supplied by the Customer, such as name, address and contact details, for the purposes of managing Bookings, providing the Services, handling payments and administering customer relations. Personal data will be handled in accordance with applicable data protection legislation and will not be sold to third parties.
The Company may retain records of Bookings and communications for a reasonable period for administrative, accounting and legal purposes.
17. Changes to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time. Any such changes will take effect when published or otherwise communicated and will apply to future Bookings. The Terms and Conditions in effect at the time of a confirmed Booking will apply to that Booking, unless changes are required by law.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, or with the provision of the Services, 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 or the Services provided by the Company.
19. Severability
If any provision or part-provision of these Terms and Conditions is held by a court or other competent authority to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.
20. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior discussions, correspondence or understandings relating to the same subject matter.