Terms And Conditions

Pimlico Carpet Cleaning Service Terms and Conditions

These Terms and Conditions govern the provision of carpet, upholstery, rug, and related cleaning services by Pimlico Carpet Cleaning 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 making a booking.

Definitions

In these Terms and Conditions, the following terms have the meanings set out below:

Customer means the individual or business booking or receiving cleaning services.

Company means Pimlico Carpet Cleaning and its employees, contractors, and representatives.

Services means any carpet, rug, upholstery, soft furnishing, hard floor, or related cleaning and treatment services provided by the Company.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Customer and the Company incorporating these Terms and Conditions and the details of the booking.

Scope of Services

The Company provides professional carpet and fabric cleaning services, which may include hot water extraction, low moisture methods, spot and stain treatment, deodorising, and related cleaning and protection treatments as agreed at the time of booking or on site.

The exact scope of the Services will be confirmed based on the information provided by the Customer regarding the Premises, access, size of the areas, and the condition of the items to be cleaned.

The Company does not guarantee removal of all stains or odours, especially where staining or damage is permanent, has been treated with unsuitable chemicals beforehand, or has penetrated backing, underlay, subfloors, or structural materials.

Booking Process

Bookings may be made by the Customer through the Company’s accepted channels. By submitting a booking request, the Customer confirms that all information provided is accurate and complete.

All bookings are subject to availability and confirmation by the Company. The Company reserves the right to refuse any booking at its discretion.

Where an estimate is given prior to inspection, it is based on the Customer’s description of the Premises and items to be cleaned. The Company may revise the estimate after on site inspection where the condition, size, or access differs from the information provided.

A booking is considered confirmed when the Company has provided a confirmation and, where applicable, the Customer has paid any required deposit.

The Customer is responsible for ensuring that access to the Premises is available at the agreed time and that any parking or entry requirements are clearly communicated in advance.

Customer Responsibilities

The Customer must ensure that:

Access to the Premises is safe, lawful, and unobstructed for the duration of the appointment.

Electricity, lighting, and, where relevant, hot and cold water are available for use by the Company.

Valuable, fragile, or irreplaceable items are removed from areas where the Services will be carried out.

Children, pets, and vulnerable persons are kept at a safe distance from work areas, equipment, and wet surfaces.

Any known issues with the items to be cleaned, such as pre existing damage, loose seams, colour instability, shrinkage history, or previous unsuitable treatments, are disclosed to the Company in advance.

The Customer is responsible for moving smaller furniture and personal items, unless alternative arrangements are agreed. Heavy, delicate, built in, or electrical items may not be moved by the Company for health and safety reasons.

Estimates, Quotes, and Pricing

Prices are usually provided as an estimate or quote based on the information supplied by the Customer. The Company may amend the price if the actual condition, size, or access differs significantly from the information given.

All prices are stated exclusive or inclusive of applicable taxes as indicated at the time of booking. If taxes or statutory charges change, the Company reserves the right to adjust the final amount accordingly.

Additional charges may apply for:

Parking fees or congestion and access related costs.

Heavily soiled areas, extensive stain removal, or specialist treatments not covered in the initial description.

Work outside normal service hours where expressly requested and agreed.

Payments and Deposits

The Company may require a deposit or full advance payment to secure a booking. The amount and timing of payment will be confirmed at the time of booking.

Unless otherwise agreed in writing, payment of any balance is due immediately upon completion of the Services at the Premises.

Accepted payment methods will be specified by the Company and may include card payments, bank transfer, or other electronic methods. Cash may be accepted only where explicitly agreed.

For business Customers with agreed account terms, invoices must be paid within the specified payment period stated on the invoice. The Company reserves the right to charge interest or late payment fees on overdue amounts to the extent permitted by law.

The Customer agrees that failure to pay in full when due may result in suspension of further services and the commencement of recovery processes, including the use of third party agencies, with associated costs recoverable from the Customer where permitted.

Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. Specific notice periods or fees may apply and will be communicated at the time of booking or in any subsequent confirmation.

The Company reserves the right to charge a cancellation or call out fee where the Customer:

Cancels with insufficient notice as defined by the Company.

Fails to provide access to the Premises at the agreed time.

Fails to ensure that the Premises are safe or suitable for the Services to be carried out.

Where the Company needs to cancel or reschedule due to staff illness, equipment failure, safety concerns, severe weather, or circumstances beyond its reasonable control, the Company will notify the Customer as soon as practicable and offer an alternative appointment. The Company is not liable for any consequential loss arising from such changes.

Service Delivery and Standards

The Company will perform the Services using reasonable care and skill, in accordance with industry practices and any legal or regulatory requirements applicable to professional cleaning services.

Drying times for carpets, rugs, and upholstery will vary depending on materials, ventilation, temperature, and soiling. Any drying times indicated by the Company are an estimate only and not guaranteed.

The Customer must avoid walking on damp carpets or placing furniture on wet surfaces unless protective materials have been used. Colour transfer, re soiling, or damage that occurs due to early use of cleaned areas is the responsibility of the Customer.

If the Customer is dissatisfied with any aspect of the Services, they must notify the Company promptly and within a reasonable time so that the Company has the opportunity to inspect and, where appropriate, re attend or offer a remedy.

Liability and Limitations

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 that cannot be excluded under applicable law.

Subject to the above, the Company’s liability for any loss or damage arising from or in connection with the Services is limited to the value of the Services provided under the relevant booking.

The Company is not liable for:

Pre existing damage, wear, or defects in carpets, rugs, upholstery, or other items, including but not limited to fading, discolouration, loose seams, weak fibres, or shrinkage tendencies.

Damage arising from hidden foreign objects, old stains, dye instability, poor installation, or previous cleaning or treatment by third parties.

Indirect or consequential loss, loss of profits, loss of business, loss of opportunity, or loss of enjoyment resulting from the Services or from any delay or failure to perform the Services.

The Customer acknowledges that certain materials may react unpredictably to cleaning, especially if manufacturer instructions are unavailable or the items are very old, delicate, or have been previously treated with unknown products. The Company will use reasonable judgement but cannot guarantee outcomes on such items.

Health, Safety, and Access

The Company will take reasonable steps to work safely and to comply with health and safety requirements appropriate to cleaning activities.

The Customer must inform the Company of any health and safety risks at the Premises, including hazardous materials, structural issues, trip hazards, or restricted access areas.

The Company may refuse to carry out or continue Services where it reasonably considers the Premises to be unsafe, unsanitary, or unsuitable, or where access is materially obstructed. In such cases, a call out or cancellation fee may apply.

Waste Handling and Environmental Responsibilities

The Company will handle waste water, extracted soils, and cleaning residues in accordance with relevant waste and environmental regulations applicable to its operations.

Where possible, cleaning solutions and methods are selected with regard to safety and environmental impact, while maintaining effective cleaning performance.

The Customer is responsible for ensuring that drains and disposal points at the Premises are in working order and suitable for the disposal of waste water created during the cleaning process. The Company is not liable for blockages or failures arising from pre existing issues with the Customer’s drainage systems.

If any hazardous or regulated waste is identified during the provision of the Services, the Company may suspend work and advise the Customer to engage an appropriate specialist contractor. The cost and responsibility for such specialist services rest with the Customer.

Complaints and Dispute Resolution

The Company aims to deliver a high standard of service. If the Customer has a complaint, they should contact the Company as soon as possible, providing details of the issue, the date of service, and any relevant information.

The Company will investigate complaints and, where appropriate, may offer a re visit, further treatment, partial refund, or other remedy at its discretion, taking into account the age, condition, and nature of the items cleaned and the limitations inherent in cleaning services.

If a dispute arises which cannot be resolved directly between the parties, either party may consider independent advice or alternative dispute resolution options available under applicable law.

Force Majeure

The Company is not liable for any delay or failure to perform its obligations where such delay or failure is due to events beyond its reasonable control, including but not limited to severe weather, flooding, fire, pandemic or public health events, transport disruption, power failure, equipment breakdown, or acts of government or authority.

In such circumstances, the Company may suspend or reschedule the Services and will seek to inform the Customer as soon as reasonably practicable.

Changes to Terms and Conditions

The Company may amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or the scope of services offered.

The version of the Terms and Conditions in force at the time of booking will apply to that booking unless a change is required by law or regulation.

Privacy and Data Protection

The Company may collect and process personal data about the Customer for the purpose of managing bookings, delivering Services, handling payments, and dealing with enquiries or complaints.

The Company will handle personal information in accordance with applicable data protection laws and only retain it for as long as necessary for the purposes for which it was collected or as required by law.

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 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, whether of a contractual or non contractual nature.

Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be treated as modified to the minimum extent necessary to make it valid, lawful, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

Entire Agreement

These Terms and Conditions, together with any written confirmation or booking details provided by the Company, constitute the entire agreement between the Customer and the Company relating to the Services and supersede any previous agreements, understandings, or arrangements, whether oral or written.

No variation of these Terms and Conditions is effective unless agreed in writing by the Company.