Maida Vale Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Maida Vale Carpet Cleaners provides professional carpet and related cleaning services to residential and commercial customers in the United Kingdom. By making a booking, confirming a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions.
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 Maida Vale Carpet Cleaners.
Company means Maida Vale Carpet Cleaners, the provider of the cleaning services.
Services means carpet cleaning and any additional or related cleaning services agreed between the Customer and the Company.
Premises means the property or location where the Services are carried out.
Operative means an employee, subcontractor, or representative engaged by the Company to deliver the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services, which may include upholstery cleaning, rug cleaning, spot and stain treatment, and other associated cleaning tasks as individually agreed. The exact scope of work will be set out in the quotation or booking confirmation.
All Services are subject to availability and to these Terms and Conditions. The Company reserves the right to decline work which, at its discretion, it considers unsafe, unsuitable, or outside its area of expertise.
3. Booking Process
Customers may request Services by submitting a booking request or quotation request. Bookings are not confirmed until the Customer has received and accepted a quotation or service confirmation from the Company.
At the time of booking, the Customer must provide accurate information about the Premises, including property type, approximate room sizes or number of areas to be cleaned, presence of pets, parking arrangements, and any known issues such as heavy soiling, stains, or damage. The Company relies on this information to estimate the time, resources, and cost of the Service.
The Company may amend the quotation or advise a revised price if, upon arrival, the actual condition or size of the Premises differs significantly from the description given by the Customer.
Provisional dates and times are offered subject to availability. The Company will make reasonable efforts to attend at the agreed time but cannot guarantee exact arrival times due to traffic, weather, previous jobs, or other circumstances beyond its control. Where delays are anticipated, the Company will use reasonable endeavours to notify the Customer.
4. Access to the Premises
The Customer is responsible for providing the Company and its Operatives with safe and timely access to the Premises at the agreed time. This includes ensuring that someone is present to grant access, or that suitable arrangements have been made for keys or entry codes.
The Customer must ensure that the Premises are reasonably clear and accessible, with personal items, fragile objects, and valuable items removed from the areas to be cleaned. The Company is not responsible for moving heavy furniture, appliances, or items that may risk injury or damage if moved.
If the Operatives are unable to gain access to the Premises, or if the Premises are not in a suitable state for the Services to be carried out, this may be treated as a late cancellation and the applicable cancellation charges may apply.
5. Customer Responsibilities
The Customer agrees to:
Provide accurate information about the Premises and the required Services.
Ensure sufficient lighting, electricity, and running water are available for the duration of the visit.
Secure and remove valuables, delicate items, and breakables from the cleaning areas.
Inform the Company of any known risks, including damaged flooring, loose carpets, frayed edges, or previous chemical treatments.
Supervise children and pets and keep them away from machinery, cleaning solutions, and work areas for safety reasons.
6. Pricing and Quotations
All quotations are based on the information provided by the Customer and on the Company’s standard pricing structure. Quotations are usually given as fixed fees for specific areas or as indicative prices subject to inspection.
The Company reserves the right to adjust the price if the scope of work changes, the information provided was inaccurate or incomplete, or additional Services are requested by the Customer on the day. Any such adjustments will be discussed with the Customer before proceeding.
Unless explicitly stated, prices are exclusive of any additional charges such as congestion or parking fees. Where such costs are incurred in order to carry out the Services, they may be added to the Customer’s invoice.
7. Payment Terms
Payment is due in accordance with the method and timing communicated at the time of booking or quotation. The Company may require full or partial payment in advance, or may accept payment on completion of the Services, depending on the nature of the booking and the Customer profile.
Acceptable payment methods will be communicated by the Company and may include card payment, bank transfer, or other cashless methods.
For commercial or account Customers, payment terms will be set out in the invoice or in a separate agreement. If no specific terms are agreed, payment is due within 14 days of the invoice date.
Where payment is not received by the due date, the Company reserves the right to charge interest on overdue sums in accordance with applicable UK legislation and to suspend or cancel any further Services until full payment has been made.
8. Cancellations and Amendments
The Customer may cancel or reschedule a booking by providing notice to the Company. To avoid cancellation charges, the Customer should provide at least 24 hours notice prior to the scheduled start time, or any longer period specified in the booking confirmation.
If the Customer cancels with less than the required notice, or if the Operatives are unable to access the Premises at the agreed time, the Company may charge a cancellation fee. This fee is intended to cover the cost of lost time and scheduling.
If the Customer wishes to amend the date, time, or scope of work, the Company will use reasonable endeavours to accommodate the request but cannot guarantee availability. Changes may result in revised pricing or rescheduling.
The Company reserves the right to cancel or reschedule a booking where necessary due to staff illness, equipment failure, severe weather, or other circumstances beyond its reasonable control. In such cases, the Company will offer an alternative appointment time or, where payment has already been made for Services not yet delivered, a refund of the unused portion.
9. Service Standards and Limitations
The Company aims to provide Services with reasonable care and skill, in line with industry practices and the condition of the Premises. However, the Customer acknowledges that results can vary based on factors outside the Company’s control, including the age and type of fibres, pre-existing wear, previous cleaning or spot treatments, and the nature and age of stains.
The Company does not guarantee the removal of all stains, odours, or marks. Some staining may be permanent and can only be improved, not fully removed. The Customer will be informed where the Operative believes certain results are unlikely to be achieved.
The Company is not responsible for pre-existing damage, including fading, discolouration, shrinkage, loose threads, frayed edges, or damage caused by previous treatments or improper installation.
10. Liability
The Company will take reasonable care while providing the Services. If damage is caused directly by the negligence of the Company or its Operatives, the Customer must notify the Company as soon as reasonably possible and, in any event, within 48 hours of the completion of the Services.
Where appropriate and at the Company’s discretion, the Company may arrange repair, professional restoration, or reimbursement up to the current value of the damaged item, taking into account age, condition, and fair wear and tear. Any such remedy will be the Customer’s sole and exclusive remedy in respect of the damage.
The Company will not be liable for:
Any indirect, consequential, or economic loss, including loss of profit, business interruption, or loss of opportunity.
Damage arising from inaccurate information provided by the Customer, including failure to notify about delicate fabrics, existing damage, or known risks.
Damage caused by defects in the Premises, including loose flooring, faulty fittings, or poorly fitted carpets.
Any loss or damage where the Customer has failed to follow aftercare advice, including recommended drying times and ventilation.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be lawfully limited or excluded under UK law.
11. Insurance
The Company maintains appropriate insurance cover for its activities, including public liability insurance, subject to policy terms and conditions. Details of insurance cover can be provided upon request.
12. Waste Handling and Environmental Responsibilities
The Company aims to operate in an environmentally responsible manner and to comply with relevant UK waste and environmental regulations.
The Customer is responsible for the general household or commercial waste already present at the Premises. Unless explicitly agreed as part of the Service, the Company does not provide bulk waste removal or disposal of large items.
Any waste generated in the course of the cleaning process, such as used consumables and small quantities of extracted material, will be handled in accordance with applicable regulations. Liquids and residues will be disposed of using appropriate methods, with due care taken to avoid contamination of drains, watercourses, or surrounding areas.
The Customer must not request the Company or its Operatives to dispose of hazardous, controlled, or prohibited waste. The Company reserves the right to refuse to handle any waste it reasonably believes to be hazardous or outside the scope of normal cleaning activities.
13. Health and Safety
The Company takes health and safety seriously and will carry out its Services using reasonable precautions to protect the Customer, Operatives, and third parties.
Certain cleaning solutions and equipment may pose risks if misused. The Customer agrees not to tamper with or interfere with any equipment or materials used by the Company and to follow any safety instructions or aftercare advice given by the Operatives.
Children and pets must be kept away from work areas during and immediately after cleaning, particularly while carpets and upholstery are drying.
14. Complaints and Service Issues
If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, and no later than 48 hours after completion. The Customer should provide details of the issue and, where relevant, allow the Company a reasonable opportunity to inspect and, where appropriate, rectify the matter.
The Company will investigate complaints reasonably and promptly and may offer a re-clean of specific areas, a partial refund, or another appropriate solution, depending on the circumstances. The availability of remedies may be affected where the Customer has not followed the Company’s advice or has delayed in reporting the issue.
15. Data Protection and Privacy
The Company will handle personal data in accordance with applicable UK data protection laws. Information provided by the Customer will be used to manage bookings, deliver Services, process payments, and handle queries and complaints. The Company will not sell personal data to third parties.
Personal data may be shared with trusted third-party service providers where necessary to process payments or deliver the Services, subject to appropriate safeguards.
16. Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Updated terms may be made available on request or published as part of the Company’s service literature.
17. 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 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.
18. Severability
If any provision or part-provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that provision or part-provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services. No other terms, whether implied by trade, custom, practice, or otherwise, shall apply unless expressly agreed in writing.