Terms And Conditions
Docklands Carpet Cleaners Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Docklands Carpet Cleaners to its 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 placing a booking.
1. Definitions
In these Terms and Conditions, the following definitions apply.
Customer means the individual, company, or organisation booking or receiving services from Docklands Carpet Cleaners.
Company means Docklands Carpet Cleaners, the cleaning services provider.
Services means any cleaning or related work provided by the Company, including but not limited to carpet cleaning, upholstery cleaning, rug cleaning, and associated stain treatment.
Premises means the property, including any rooms, hallways, stairways, or communal areas at which the Services are to be carried out.
Booking means a confirmed arrangement between the Customer and the Company for the provision of Services on a specific date and time.
2. Scope of Services
The Company provides professional cleaning services within its designated service area. The exact scope of work for each visit will be agreed at the time of booking or during the initial consultation and may include, as applicable, carpet cleaning, spot and stain treatment, deodorising, and related services.
Any additional tasks requested by the Customer which fall outside the agreed scope may incur additional charges. The Company will inform the Customer of any such charges before commencing additional work.
3. Booking Process
Bookings may be made through the Companys approved booking channels. At the time of booking, the Customer must provide accurate information, including the type and size of the areas to be cleaned, access arrangements, parking availability, and any special requirements.
The Company will confirm the booking date, approximate arrival time, and estimated price based on the information provided. All bookings are subject to the Companys acceptance and availability of cleaning technicians.
The Customer is responsible for ensuring that there is safe and suitable access to the Premises at the agreed time. If access cannot be gained or the Premises are not ready for the work to commence, the Company reserves the right to charge a call-out fee or a cancellation fee as set out in these Terms and Conditions.
4. Estimates and Pricing
Prices may be provided as an estimate based on the description and information supplied by the Customer. Final prices may vary where the actual condition, size, or layout of the Premises differs from the description provided, or where additional Services are requested or required.
The Company will use reasonable efforts to inform the Customer of any change in price before commencing the work or as soon as reasonably practicable. All prices are quoted in pounds sterling and may be subject to applicable taxes where required by law.
The Company reserves the right to adjust its prices periodically. Any price change will not affect confirmed bookings that have already been accepted, except where additional Services are requested or necessary.
5. Customer Obligations
The Customer agrees to provide a safe working environment for the Companys staff and contractors, including adequate lighting, ventilation, and a reasonable ambient temperature.
The Customer must ensure that all valuable, fragile, or easily damaged items are removed from the areas to be cleaned or properly secured. The Company is not responsible for moving heavy furniture, personal belongings, or delicate objects unless this has been specifically agreed in advance.
The Customer must inform the Company in advance of any known risks at the Premises, including loose floor coverings, faulty electrical fittings, alarms, security arrangements, pets, or any health and safety concerns.
If the Companys staff consider that the environment is unsafe or unsuitable for work to proceed, the Company may suspend or cancel the Services and charge a reasonable fee for any wasted journey or time.
6. Payments
Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit. The Company may accept various methods of payment, which will be communicated to the Customer at the time of booking or before the visit.
For commercial Customers or larger jobs, the Company may require a deposit or full prepayment before the commencement of Services. Where a deposit is required, this will be communicated to the Customer at the time of booking and must be paid by the agreed deadline to secure the booking.
If Services are provided on an account basis, payment terms will be agreed in advance. In the absence of a separate written agreement, payment terms for account Customers will be 14 days from the date of invoice.
Late payments may incur interest and administration charges in accordance with applicable UK law. The Company reserves the right to suspend or withhold further Services if invoices remain unpaid beyond their due date.
7. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by providing reasonable notice to the Company. Unless otherwise stated, a minimum of 24 hours notice before the scheduled appointment time is required to cancel or reschedule without charge.
If the Customer fails to provide sufficient notice, or if the Companys staff cannot gain access to the Premises at the agreed time, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the booking.
The Company may cancel or reschedule a booking where necessary due to staff illness, equipment failure, severe weather conditions, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling, other than any refund of prepayments for Services not provided.
8. Service Quality and Complaints
The Company aims to provide a high standard of service and workmanship. The Customer is encouraged to inspect the work upon completion and raise any concerns as soon as possible.
If the Customer is not satisfied with the quality of the Services, they should notify the Company promptly, normally within 48 hours of completion, giving details of the concern and, where applicable, providing evidence such as photographs. The Company will review the complaint and may, at its discretion, arrange a revisit to inspect and, where reasonably possible, rectify the issue.
The Companys liability in relation to any complaint will be limited as set out in the Liability section of these Terms and Conditions.
9. Limitations of Cleaning and Results
The Customer acknowledges that the results of cleaning can vary depending on the age, type, and condition of carpets, fabrics, and surfaces, as well as the nature and duration of any stains or soiling. The Company does not guarantee the removal of all stains, marks, or odours.
Some stains may be permanent and cannot be removed despite the use of appropriate cleaning methods and products. The Company will use reasonable care and skill but will not be liable where expected results cannot be achieved due to inherent limitations in the material or the pre-existing condition of the item or area.
10. Liability
The Company will exercise reasonable care and skill in the performance of the Services. However, the Companys liability for any loss or damage arising from the provision of Services shall be limited as follows.
The Company shall not be liable for any loss or damage caused by inaccurate information provided by the Customer, failure to comply with Customer obligations, or pre-existing defects, wear and tear, or damage at the Premises.
The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising out of or in connection with the Services.
Where the Company is found liable for direct damage to property caused solely by its negligence, its liability shall be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation.
Nothing in these Terms and Conditions shall limit or exclude the Companys liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.
11. Insurance
The Company maintains appropriate insurance cover in respect of its business activities, including public liability insurance. Further details of insurance cover can be provided upon reasonable request.
12. Waste Handling and Environmental Regulations
The Company will handle and dispose of waste generated as part of the Services in accordance with applicable UK waste management and environmental regulations. This may include the collection and removal of limited quantities of waste such as extracted dirt, used cleaning solutions, and disposable materials directly associated with the cleaning process.
The Company is not responsible for removing general household or commercial waste, bulky items, or hazardous materials unless explicitly agreed in advance. The Customer is responsible for ensuring that the Premises are free from hazardous substances that could pose a risk to health or safety or require specialist disposal.
Where waste removal beyond normal cleaning by-products is agreed, additional charges may apply. The Customer remains responsible for compliance with any local waste storage or segregation requirements at the Premises.
13. Health and Safety
The Company will work in accordance with relevant health and safety legislation and will take reasonable steps to ensure that its staff operate safely at the Premises. The Customer agrees to cooperate with any reasonable health and safety instructions given by the Companys staff during the provision of Services.
Cleaning products and equipment used by the Company will be selected with consideration for safety and effectiveness. The Customer should keep children, pets, and vulnerable individuals away from the areas being cleaned until surfaces are dry and it is safe to re-enter.
14. Access, Keys, and Security
If the Customer provides keys, access codes, or other means of entry to the Premises, the Company will take reasonable care to ensure their security and will return any keys once Services are completed unless otherwise agreed.
The Customer is responsible for ensuring that any alarm systems or security devices are disarmed, adjusted, or configured so that the Company can access and work in the Premises without unnecessary disruption. The Company will not be responsible for any charges or penalties resulting from alarms or security systems that are not properly managed by the Customer.
15. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to extreme weather, power outages, transport disruptions, strikes, accidents, or public health measures.
In such circumstances, the Company may suspend the Services for the duration of the event or propose an alternative booking date. Where Services are suspended for a prolonged period, either party may cancel the affected booking by giving notice to the other.
16. Privacy and Confidentiality
The Company will handle personal information provided by the Customer in accordance with applicable data protection laws. Personal data will be used to manage bookings, provide Services, process payments, and communicate with the Customer.
The Company will take reasonable steps to keep Customer information secure and will not disclose personal information to third parties except where required for the provision of Services, for legal or regulatory reasons, or with the Customers consent.
17. Amendments to these Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in its operations, legal requirements, or industry practice. The latest version will apply to any new bookings made after the updated Terms and Conditions are published or communicated to the Customer.
For ongoing or recurring Services, the Company will notify the Customer of any material changes to these Terms and Conditions where reasonably practicable.
18. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided by the Company, 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 their subject matter.
19. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed removed to the extent necessary, and the remaining provisions shall continue in full force and effect.
20. Entire Agreement
These Terms and Conditions, together with any written confirmation or agreement provided at the time of booking, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior representations, understandings, or agreements, whether verbal or written.
By placing a booking with Docklands Carpet Cleaners, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.
