Terms And Conditions

Fulham Carpet Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which Fulham Carpet Cleaning provides professional cleaning services to residential and commercial customers. By making a booking, accepting a quotation or allowing work to commence, 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 expressions have the meanings set out below.

Customer means the person, company or organisation requesting and paying for the services.

Company means Fulham Carpet Cleaning, the provider of the services.

Services means any carpet cleaning, upholstery cleaning, rug cleaning, hard floor cleaning, stain removal, end of tenancy cleaning or related cleaning work provided by the Company.

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

Technician means any employee, contractor or representative of the Company who performs the Services.

2. Scope of Services

The Company will provide the Services as agreed with the Customer at the time of booking or as set out in any written quotation. The exact scope of work, including areas to be cleaned, type of cleaning, and any additional tasks, will be confirmed before work commences.

The Company reserves the right to refuse work that falls outside its normal range of cleaning activities or which it considers unsafe, unlawful or unsuitable for the equipment or methods used.

Photographs or notes may be taken before and after the Services for quality control, training and record-keeping purposes, while respecting the Customer's reasonable privacy.

3. Booking Process

Bookings can be made by the Customer through the Company’s designated booking channels. The Customer must provide accurate information regarding the Premises, the areas to be cleaned, the type of flooring or upholstery, level of soiling, access arrangements and any relevant restrictions such as parking or building rules.

The Company may provide an estimated price based on the information given by the Customer. This estimate may be revised if, upon arrival, the Premises or items to be cleaned differ materially from the description provided or if additional work is requested.

Bookings are not confirmed until the Customer receives confirmation from the Company. The Company may, at its discretion, request a deposit or prepayment to secure the booking, particularly for larger jobs, end of tenancy work or commercial contracts.

The Customer is responsible for ensuring that someone with authority is present at the Premises at the start and end of the appointment to grant access, discuss any specific requirements, and inspect the work upon completion.

4. Access and Parking

The Customer must provide safe and lawful access to the Premises for the duration of the appointment. This includes informing the Company of any entry codes, building rules, security procedures, or access limitations in advance.

The Customer is responsible for arranging suitable parking or access for the Company’s vehicle where required. Any parking charges, congestion charges, or permits needed to complete the Services may be added to the final invoice.

If adequate access or parking is not available and this prevents the Technician from carrying out the work, the appointment may be treated as a late cancellation and charges may apply in accordance with the cancellation terms set out below.

5. Customer Responsibilities

The Customer must ensure that the Premises are reasonably prepared for the arrival of the Technician. This includes:

Moving light furniture and personal belongings where necessary, unless otherwise agreed;

Securing fragile, valuable or irreplaceable items;

Ensuring that areas to be cleaned are free from excessive clutter;

Informing the Technician of any existing damage, stains, wear, or defects in carpets, rugs, upholstery or flooring;

Notifying the Company in advance of any allergies, sensitivities or other health concerns related to cleaning products or equipment.

The Company will not be responsible for delays or incomplete work where the Premises are not adequately prepared or where the Customer has not provided accurate information.

6. Pricing and Quotations

All prices are provided in pounds sterling and, unless otherwise stated, are inclusive of labour, standard cleaning materials and use of machinery. Additional charges may apply for parking, waste disposal, specialist treatments, heavily soiled areas, or work that extends beyond the original scope.

Any quotation provided by the Company is based on the information supplied by the Customer and on normal working conditions. Quotations are estimates, not fixed quotes, unless expressly confirmed in writing as a fixed price.

The Company reserves the right to adjust prices where the actual work required is greater than reasonably anticipated due to undisclosed conditions, extra rooms or items, heavy staining, animal contamination, infestation, or other factors outside the control of the Company.

7. Payments and Invoicing

Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on the day of service, immediately upon completion of the work.

The Company may accept payment by cash, bank transfer, card or other approved methods. The acceptable payment methods may vary depending on the type of service or contract.

Where an invoice is issued with payment terms, the Customer must pay in full by the due date stated. The Company reserves the right to charge reasonable interest and administration fees on late payments, and to suspend or cancel future services until all outstanding sums are settled.

Any dispute regarding an invoice must be raised with the Company promptly and in any event within seven days of the invoice date. Failure to do so may be treated as acceptance of the charges.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving the Company reasonable notice through the same or similar channels used for the booking.

The Company may apply a cancellation charge if the Customer cancels or reschedules with short notice, or fails to provide access to the Premises on the agreed date and time. As a general guideline, cancellations with at least 48 hours notice will not usually incur a fee, while cancellations with less than 24 hours notice may be charged up to the full estimated fee. Any specific cancellation terms communicated at the time of booking will apply.

Where a deposit has been paid, this may be non-refundable if the booking is cancelled at short notice or if the Technician is unable to complete the work due to lack of access or unsafe conditions.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, such as illness, vehicle breakdown, extreme weather or other operational issues. In such cases the Company will use reasonable endeavours to offer an alternative appointment. The Company will not be liable for any indirect or consequential loss resulting from such cancellations.

9. Performance of Services

The Company will carry out the Services with reasonable skill and care, using suitable equipment and cleaning solutions appropriate for the surfaces and fabrics treated, as informed by the Customer and as assessed on site by the Technician.

While the Company will make every effort to achieve the best possible results, no guarantee can be given that all stains, marks, odours or wear will be fully removed. Results depend on factors such as the age and type of stain, previous cleaning attempts, material composition and general condition.

The Technician may decline to treat certain stains or materials if, in their professional opinion, the risk of damage is too high or the expected result is unreasonably limited.

10. Damage and Liability

The Company will take reasonable care to avoid damage to the Premises and the Customer’s belongings. However, the Customer must inform the Technician of any existing damage, weaknesses, wear or defects before work begins.

The Company will not be liable for:

Wear, fading or discolouration that becomes more apparent after cleaning;

Damage resulting from pre-existing defects, improper installation, or previous cleaning or treatments by others;

Shrinkage, colour loss, texture changes or other issues where the material’s reaction to cleaning is unpredictable or not reasonably detectable in advance;

Incidental or consequential losses, including loss of profit, loss of use, alternative accommodation, or any indirect costs.

If damage is caused directly by the negligence of the Company or its Technicians, the Company’s liability will be limited, at its option, to either restoring the damaged item to its prior condition, replacing it on a like-for-like basis where reasonably possible, or paying fair compensation up to the value of the item or the price paid for the service, whichever is lower.

The Customer must report any alleged damage or issues as soon as reasonably practicable and, in any event, within 48 hours of completion of the work. The Company must be given a fair opportunity to inspect and, where appropriate, remedy any problem.

11. Health, Safety and Conduct

The Company will comply with applicable health and safety legislation and use equipment and chemicals in accordance with manufacturers guidelines.

The Customer must ensure that the Premises are safe for work, including the removal of hazards such as exposed electrical wiring, slippery surfaces, or aggressive animals. Technicians may refuse to work, or may stop work, if they consider the environment unsafe.

The Company expects its Technicians and Customers to behave respectfully. Abusive, threatening or improper conduct may result in the immediate termination of the visit and cancellation of any future services, with no obligation on the Company to refund fees where the work has already commenced.

12. Waste, Rubbish and Environmental Regulations

The Company will remove its own operational waste such as used cleaning solutions and disposable materials in accordance with relevant waste and environmental regulations.

The standard Services do not include the removal of general household rubbish, bulky items, hazardous waste, or any materials defined as controlled, clinical or specialist waste under applicable UK regulations. Where disposal of such materials is requested, this must be agreed in advance and may incur additional charges or require the use of licensed waste carriers.

The Customer is responsible for ensuring that any waste the Company is asked to remove is lawful to handle and dispose of in the usual commercial waste stream. The Company reserves the right to refuse to handle or transport waste that it reasonably believes to be hazardous, contaminated, or non-compliant with relevant regulations.

The Company aims to use cleaning products and methods that are effective while minimising environmental impact where reasonably practicable. However, the Customer should inform the Company in advance of any specific environmental requirements so that these can be discussed and, if possible, accommodated.

13. 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, wherever feasible, within 48 hours of completion.

The Company will investigate all reasonable complaints and, if it is established that the Service fell below the expected standard, may offer a re-clean of the affected area, a partial refund or other appropriate remedy. Any remedy will be at the Company’s discretion and subject to the Customer having met their obligations under these Terms and Conditions.

14. Insurance

The Company maintains insurance cover appropriate for its activities, subject to the terms, conditions and exclusions of its insurance policies. Details of cover can be provided upon reasonable request. The Customer is responsible for maintaining their own insurance for the Premises and contents.

15. Privacy and Data Protection

The Company will collect and process personal information from the Customer as necessary to manage bookings, provide Services, issue invoices and manage customer relationships.

Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable measures to protect personal information against unauthorised access, use or disclosure.

The Customer’s details will not be sold to third parties. They may, however, be shared with trusted service providers or subcontractors only to the extent necessary to deliver the Services or operate the Company’s business.

16. Variations to Terms

The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of booking will apply to that particular service. Updated terms may be made available by the Company through its usual communication channels.

17. Severability

If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision will be deemed severed and the remaining provisions will remain in full force and effect.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, the Services or their subject matter or formation, whether contractual or non-contractual, 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.

By proceeding with a booking or allowing the Company to commence work at the Premises, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.