Acton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Acton Carpet Cleaners supplies professional carpet and related cleaning services to residential and commercial customers within its operating area in the United Kingdom. By booking or using any of our services, 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 individual, company or organisation that requests or books services from Acton Carpet Cleaners.
Company means Acton Carpet Cleaners, the service provider.
Services means carpet, rug, upholstery and related cleaning services, and any additional services agreed in writing between the Customer and the Company.
Premises means the property or location where the Services are to be carried out.
Terms means these Terms and Conditions, as amended from time to time.
2. Scope of Services
The Company provides professional carpet and related cleaning services within its service area. The exact scope of the Services will be confirmed at the time of booking, based on the information provided by the Customer and any additional pre-service assessment undertaken by the Company. Unless explicitly agreed otherwise, Services do not include repairs, restoration of structural damage, pest control, plumbing, electrical work or removal of hazardous materials.
3. Booking Process
3.1 A booking is made when the Customer contacts the Company to request Services and the Company confirms acceptance of the booking. Confirmation may be given verbally or in writing, including by message or invoice. The Company reserves the right to decline any booking request at its discretion.
3.2 The Customer must provide accurate and complete information regarding the Premises, access arrangements, parking, type and condition of carpets or other items to be cleaned, and any stains, damage, or special requirements. The Company shall not be liable for any delay, additional costs, or inability to complete the work arising from inaccurate or incomplete information.
3.3 The Company may, at its discretion, conduct an initial assessment on arrival to verify the information provided, to confirm the feasibility of the Services, and to identify any factors that may affect the work, such as severe soiling, delicate fabrics, pre-existing damage, infestation, or restricted access.
3.4 The Company may adjust the quoted price or refuse to carry out all or part of the Services if the condition of the Premises or items differs significantly from the description given at the time of booking, or if delivering the Services would pose a health or safety risk to the Companys staff or third parties.
4. Estimates and Quotes
4.1 Any estimate or quote provided by the Company prior to the Service is based on the information supplied by the Customer and on assumptions about the size, condition, and accessibility of the areas or items to be cleaned.
4.2 The final price may be adjusted on site if the actual work required differs from that reasonably anticipated. The Company will seek the Customers agreement before proceeding with any material variation in price.
4.3 All prices are given in pounds sterling and are exclusive or inclusive of VAT only where clearly stated. The Customer is responsible for any applicable taxes, levies or charges imposed by law.
5. Payments
5.1 Unless otherwise agreed in advance, payment is due immediately upon completion of the Services at the Premises. The Company may, at its discretion, require full or partial payment in advance, particularly for larger or commercial bookings.
5.2 Payment methods accepted will be advised by the Company at the time of booking or invoicing. The Company reserves the right to modify acceptable payment methods from time to time.
5.3 For commercial Customers or account Customers, payment terms will be as specified on the invoice. If no specific terms are stated, payment shall be due within 14 days of the invoice date.
5.4 If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts at the statutory rate permitted under UK law, to suspend further Services, and to recover from the Customer all reasonable costs incurred in pursuing the debt, including collection agency fees and legal costs.
6. Cancellations, Rescheduling and Call-Outs
6.1 The Customer may cancel or reschedule a booking by giving the Company reasonable notice in advance of the agreed appointment time. The minimum notice period required, and any applicable cancellation or rescheduling charges, will be communicated to the Customer at the time of booking.
6.2 The Company reserves the right to charge a cancellation fee if the Customer cancels or requests rescheduling after the agreed notice period, or if the Companys staff are unable to gain access to the Premises at the agreed time through no fault of the Company.
6.3 If the Company is unable to attend the Premises or to perform the Services on the scheduled date due to circumstances beyond its reasonable control, such as severe weather, transport disruption, staff illness, emergencies or other events of force majeure, the Company will use reasonable efforts to notify the Customer and to arrange a new appointment. The Company will not be liable for any loss or damage arising from such delays or cancellations.
7. Customer Obligations and Access
7.1 The Customer must provide the Company with safe and reasonable access to the Premises, including any necessary keys, entry codes, parking permissions, or permits. The Customer is responsible for securing permission for the Companys vehicles to park close enough to the Premises to allow the performance of the Services.
7.2 The Customer must ensure that the areas to be cleaned are reasonably clear of personal belongings, small items, and obstacles. The Company reserves the right to refuse to move large or heavy furniture or items that could be damaged or cause damage if moved.
7.3 The Customer must inform the Company in advance of any known hazards at the Premises, including but not limited to loose floor coverings, unstable furniture, exposed wiring, hazardous materials, or aggressive pets. Pets should be safely contained away from the work area for the duration of the visit.
7.4 The Customer must not ask the Companys staff to engage in any activity that is unsafe, illegal, or outside the scope of the agreed Services.
8. Service Standards and Results
8.1 The Company will perform the Services with reasonable skill and care, in accordance with industry practices and using suitable equipment and cleaning agents for the type of surfaces and fabrics involved.
8.2 While the Company will use its professional judgment to treat stains and soiling, complete stain removal cannot be guaranteed. Some stains may be permanent due to their nature, age, prior treatment, or damage to the fibres or backing. Similarly, wear, fading, or damage existing before the Service cannot be reversed by cleaning.
8.3 Drying times are approximate and depend on factors such as ventilation, temperature, humidity, type of carpet or fabric and level of soiling. The Company is not liable for any inconvenience or disruption arising from drying times or from the Customers failure to follow aftercare advice.
9. Damage, Liability and Limitations
9.1 The Company holds appropriate public liability insurance for the Services it provides. The Company will use reasonable care to avoid causing damage when carrying out the Services.
9.2 The Customer must notify the Company in writing of any alleged damage or issue arising from the Services as soon as reasonably practicable and in any event within 48 hours of completion of the work, providing supporting evidence where possible. The Company will investigate and may, at its discretion, arrange an inspection.
9.3 The Company shall not be liable for:
a pre-existing damage, deterioration or defects in carpets, fabrics, flooring, or fittings, including but not limited to loose seams, weak backing, sun damage, prior stains, or shrinkage risk;
b damage or re-soiling arising from failure to follow the Companys instructions or aftercare advice, including walking on wet carpets or replacing furniture before full drying;
c the discolouration or reaction of materials where the Customer has failed to disclose prior treatments, use of non-standard cleaning products, or experimental spot cleaning attempts;
d any indirect, special or consequential loss, including loss of profit, loss of opportunity, loss of use, or any expense arising from delays or inability to use the Premises.
9.4 Except where liability cannot be limited under applicable law, the total liability of the Company to the Customer arising out of or in connection with any single event or series of connected events shall not exceed the total amount paid or payable by the Customer for the relevant Services.
9.5 Nothing in these Terms limits or excludes the Companys liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other matter where such exclusion or limitation is not permitted by law.
10. Waste Handling and Environmental Regulations
10.1 The Company will handle and dispose of any waste generated in the course of providing the Services in accordance with applicable UK waste management and environmental regulations.
10.2 The Companys Services are primarily cleaning services and do not generally include the removal and disposal of large quantities of customer waste, furniture, floor coverings, or hazardous materials. Any such removal must be specifically agreed in advance and may incur additional charges.
10.3 The Customer remains responsible for the lawful storage and disposal of their own waste, including but not limited to household waste, commercial waste, sharp objects, chemicals, paints, solvents, and any controlled or hazardous items present at the Premises.
10.4 If the Company encounters hazardous or unidentified substances at the Premises, it may suspend the Services until the materials have been safely removed or controlled by the Customer or a competent third party. The Company will not be liable for any delay or additional cost arising from such suspension.
11. Health and Safety
11.1 The Company is committed to operating in line with applicable UK health and safety legislation and expects Customers to support safe working practices while Services are carried out at the Premises.
11.2 The Customer must ensure that children, pets, and vulnerable persons are kept at a safe distance from machinery, wet surfaces, chemicals, and work areas during and immediately after the visit.
11.3 The Company may refuse to continue the Services if, in the opinion of its staff, health or safety would be compromised by doing so. In such cases, the Customer may be liable for a call-out charge.
12. Complaints and Service Issues
12.1 The Company aims to provide a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible and within 48 hours of completion.
12.2 The Company may, at its discretion, offer to re-attend the Premises to inspect or re-clean areas of concern where appropriate. This does not constitute an admission of fault and is subject to the Customer having complied with these Terms, including payment obligations and aftercare instructions.
13. Data Protection and Privacy
13.1 The Company will collect and process personal data, such as Customer names, addresses and booking details, only to the extent necessary to provide the Services, manage bookings, take payment, and fulfil legal obligations.
13.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company takes reasonable steps to safeguard Customer information and will not sell personal data to third parties.
14. Amendments to Terms
14.1 The Company may update or amend these Terms from time to time to reflect changes in law, industry standards, or its business practices. The current version of the Terms will apply to each booking.
14.2 Where changes materially affect existing bookings, the Company will endeavour to notify affected Customers in advance where reasonably practicable.
15. Governing Law and Jurisdiction
15.1 These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation, are 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 or the Services provided by the Company.
16. General Provisions
16.1 If any provision of these Terms is held by a court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed deleted to the extent necessary, 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 shall operate as a waiver of that or any other right or remedy.
16.3 The Customer may not assign or transfer any of their rights or obligations under these Terms without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where reasonably necessary to provide the Services.
16.4 These Terms, together with any written confirmation of booking or invoice issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior understandings or representations, whether oral or written.
By making a booking with Acton Carpet Cleaners, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.