Bayswater Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Bayswater Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By placing a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before making a reservation.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual, company or organisation requesting cleaning services from Bayswater Carpet Cleaners.
Company means Bayswater Carpet Cleaners, the provider of the cleaning services.
Services means the carpet cleaning and related cleaning services offered by the Company, including but not limited to carpet cleaning, rug cleaning, upholstery cleaning, stain removal and related treatments.
Premises means the property or properties where the Services are to be carried out.
Technician means a person employed or subcontracted by the Company to perform the Services.
2. Scope of Services
The Company provides professional carpet cleaning and related services within its designated service area in the United Kingdom. The exact scope of the Services for each booking will be confirmed at the time of booking based on the information supplied by the Customer.
The Services may include standard cleaning, deep cleaning, stain treatment, deodorising, and other treatments as agreed. The Company reserves the right to decline any work that is unsafe, not reasonably accessible, or outside its standard service capabilities.
All Services are provided subject to these Terms and Conditions and any additional terms agreed in writing between the Customer and the Company.
3. Booking Process
The Customer may request a booking by contacting the Company and providing details of the Premises, the areas to be cleaned and any particular requirements. The Customer is responsible for ensuring that all information provided is accurate and complete.
Bookings are subject to availability. The Company will confirm acceptance of a booking, the proposed date and time of attendance, and any applicable charges. A booking is only considered confirmed once the Customer has received explicit confirmation from the Company, which may be provided verbally or in writing.
The Company may require additional information or photographs of the areas to be cleaned in order to provide an accurate quotation. Any quotation is based on the information provided and may be revised if the actual condition or size of the Premises differs substantially from that described by the Customer.
The Company reserves the right to reschedule a booking due to circumstances beyond its control, such as staff illness, equipment failure, severe weather, or access issues. In such cases, the Company will offer the Customer an alternative date and time as soon as reasonably practicable.
4. Access to the Premises
The Customer must ensure that the Technician has safe and timely access to the Premises at the agreed appointment time. This includes providing any necessary keys, security codes, parking arrangements or entry instructions in advance.
If the Technician is unable to gain access to the Premises at the agreed time, or if access is delayed by more than 20 minutes due to reasons beyond the Company’s control, the Company may charge a call-out fee or treat the booking as a same-day cancellation in accordance with the cancellation terms below.
The Customer must ensure that the areas to be cleaned are reasonably clear of personal items, small furniture, breakable objects and other obstructions. The Company may refuse to move heavy or fragile items and will not be responsible for damage to items that the Customer has not moved or protected.
5. Customer Obligations
The Customer agrees to:
Provide truthful and accurate information during the booking process.
Ensure that water and electricity are available at the Premises during the appointment.
Secure pets and children away from the areas being cleaned for safety reasons.
Inform the Company of any known stains, spillages, pre-existing damage, loose carpets, unstable furniture or other hazards.
Comply with any aftercare advice provided by the Technician, including recommended drying times and ventilation requirements.
The Customer acknowledges that some stains, odours and wear may be permanent and that the Company cannot guarantee complete removal or restoration in every case.
6. Prices and Quotations
Service prices are based on the information provided by the Customer and the Company’s current tariff. The Company may provide either a fixed price quotation or an estimate depending on the nature of the work.
All prices are given in pounds sterling and, where applicable, include any taxes required under UK law unless expressly stated otherwise. If parking fees, congestion charges, low emission zone charges or similar costs are incurred in order to access the Premises, these may be added to the final invoice.
The Company reserves the right to adjust the price if, upon arrival, the Technician finds that the work required materially exceeds the description provided at the time of booking, for example due to additional rooms, severe soiling, infestations or restricted access. In such cases, the Technician will inform the Customer before proceeding. If the Customer declines the revised price, the Company may cancel the booking and apply a reasonable call-out charge.
7. Payments and Invoicing
Payment terms will be confirmed at the time of booking. The Company may require payment in advance, on arrival, or upon completion of the Services, depending on the type of booking and Customer history.
Accepted payment methods will be communicated by the Company and may include card payment, bank transfer or other electronic payment options. Cash payments may be accepted at the Company’s discretion and must be made directly to the Technician or to the Company as instructed.
Invoices will be provided on request or in accordance with the Company’s usual practice. Payment is due by the date stated on the invoice. In the absence of a specified due date, payment shall be due on completion of the Services.
Where payment is not received by the due date, the Company reserves the right to charge interest on the outstanding amount at the statutory rate allowed under UK law and to recover any reasonable costs incurred in pursuing late payment, including collection agency fees and legal costs.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving notice to the Company. The following conditions apply unless otherwise agreed in writing:
For standard residential bookings, if the Customer cancels or reschedules with more than 24 hours notice before the scheduled appointment time, no cancellation fee will normally be charged.
If the Customer cancels or reschedules with less than 24 hours notice, or fails to provide access when the Technician arrives, the Company may charge a late cancellation fee up to a reasonable proportion of the quoted price to cover lost time and costs.
For larger commercial bookings, end of tenancy cleans, or bookings involving special arrangements, the Company may apply different notice periods and cancellation terms, which will be confirmed at the time of booking.
The Company reserves the right to cancel or reschedule a booking in case of events beyond its reasonable control, including but not limited to staff unavailability, severe weather, equipment failure or safety concerns. In such circumstances, the Company will not be liable for any consequential loss but will seek to offer an alternative appointment at the earliest opportunity.
9. Service Quality and Complaints
The Company aims to provide Services to a professional standard. If the Customer is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably practicable, and in any event within 48 hours of completion.
On receipt of a complaint, the Company may request photographs, further details or access to the Premises to inspect the issue. If the Company finds that the complaint is justified, it may, at its discretion, offer a re-clean of the affected area, a partial refund or another form of resolution deemed appropriate.
The Company will not be responsible for complaints raised more than 48 hours after completion of the Services or where the Customer has failed to follow aftercare instructions or has allowed new damage, staining or soiling to occur.
10. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services. However, the Customer acknowledges that certain risks are inherent in cleaning processes, especially where fabrics or carpets are old, worn, sun-damaged, poorly installed or previously treated with unknown products.
The Company’s liability for any loss or damage arising from the provision of the Services shall, to the fullest extent permitted by UK law, be limited to the lesser of the cost of repairing the affected area or the price paid for the specific Service giving rise to the claim.
The Company shall not be liable for:
Any pre-existing damage, wear, discolouration, shrinkage or loose fittings that become more visible following cleaning.
Damage resulting from the Customer’s failure to disclose relevant information, such as the age of carpets, previous cleaning treatments, or known vulnerabilities.
Any indirect, incidental or consequential loss, including loss of profit, loss of business, or loss of enjoyment.
Any issues arising from the Customer’s failure to follow aftercare advice, including walking on damp carpets, replacing furniture too early, or inadequate ventilation.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot be excluded under UK law.
11. Property, Keys and Security
Where the Customer provides keys, access codes or security information to enable the Company to access the Premises, the Company will take reasonable steps to ensure their safe handling and storage.
The Company accepts no responsibility for loss where keys or codes were already accessible to third parties or where the Premises are otherwise unsecured. The Customer is responsible for ensuring that all valuables, personal items and confidential documents are safely stored before the commencement of the Services.
12. Waste Handling and Environmental Responsibilities
The Company complies with applicable UK waste and environmental regulations in the course of providing the Services. Any waste generated as part of the cleaning process will be managed in accordance with relevant laws and good practice.
The Customer is responsible for the general household or commercial waste already present at the Premises. The Services do not include the removal or disposal of large items, hazardous waste, clinical waste, sharp objects, or any materials regulated by special waste legislation unless expressly agreed in advance and arranged in accordance with applicable regulations.
The Company will not handle substances suspected to be hazardous, including but not limited to asbestos, chemical residues, bodily fluids beyond normal household contamination, or infestation by pests, unless specifically trained, equipped and authorised to do so.
The Customer must inform the Company of any known or suspected hazards at the Premises before the start of the Services. The Company reserves the right to discontinue work if unsafe conditions are encountered and to charge for any time and costs incurred up to that point.
13. Health and Safety
The Company will operate in accordance with applicable UK health and safety laws and will endeavour to use cleaning products and equipment in a safe and responsible manner.
The Customer agrees not to interfere with the Technician’s equipment or products and to keep children and pets away from cleaning areas and chemicals. Some products may carry specific safety warnings; the Customer must follow any guidance provided by the Technician, particularly regarding re-entry times, ventilation and contact with treated surfaces.
14. Insurance
The Company maintains appropriate insurance cover for its operations as required under UK law and industry standards. Evidence of insurance may be made available upon reasonable request.
The Customer is responsible for arranging and maintaining their own buildings and contents insurance. The Company’s insurance does not replace or supplement the Customer’s own policies.
15. Personal Data and Privacy
The Company may collect and process personal data from the Customer for the purposes of managing bookings, performing the Services, taking payment and handling enquiries or complaints.
All personal data will be handled in accordance with applicable UK data protection laws. The Company will not sell the Customer’s personal data to third parties. Data may be shared with trusted service providers where necessary to deliver the Services or comply with legal obligations.
16. Amendments to Terms
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 communicated and will apply to future bookings. The version of the Terms and Conditions in force at the time of booking will apply to that specific booking unless otherwise agreed.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or 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.
