Ponders End Carpet Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Ponders End Carpet Cleaners provides carpet, upholstery and related cleaning services to residential and commercial customers in its service area. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual or business requesting and paying for the services.
Company means Ponders End Carpet Cleaners.
Services means any carpet, rug, upholstery, mattress, hard floor or related cleaning service provided by the Company, together with any additional services agreed in writing.
Premises means the property or location where the Services are to be carried out.
Technician means any employee, contractor or representative engaged by the Company to provide the Services.
2. Scope of Services
The Company provides professional carpet and upholstery cleaning and related services within its service area. The exact scope of Services for each booking will be agreed at the time of booking based on the Customer’s description of the Premises and the items to be cleaned.
The Company reserves the right to refuse a booking or to decline to carry out any work that it reasonably considers to be unsafe, unsuitable, outside its normal scope of work, or where the Premises are not in a condition that allows the Services to be performed safely and effectively.
Any advice or recommendations given by the Company or its Technicians as to the care of carpets, upholstery or other items are provided in good faith but without any guarantee as to the results, which depend on factors beyond the Company’s control, including the age, condition and prior treatment of the items.
3. Booking Process
Bookings may be requested by the Customer through the Company’s usual contact channels. A booking is not confirmed until the Company has provided a booking confirmation, which may be verbal or written, and, where required, the Customer has paid any applicable deposit.
When requesting a booking, the Customer must provide accurate and complete information, including but not limited to:
the location and access details of the Premises
the approximate sizes and number of rooms, carpets, rugs or items to be cleaned
any known stains, damage, defects or special conditions
any parking or access restrictions that may affect the Technician’s arrival or equipment.
The Company will use the information supplied by the Customer to provide an estimated quotation. All quotations are estimates only and may be revised on arrival if the actual condition or scope of work differs from that described at the time of booking. The Customer will be informed of any change in price before work commences and may choose whether to proceed.
4. Prices and Payment Terms
All prices are provided in pounds sterling and are inclusive or exclusive of any applicable taxes as stated at the time of quotation. The Company reserves the right to change its standard rates at any time, but such changes will not affect confirmed bookings.
Payment is due in full upon completion of the Services, unless otherwise agreed in writing in advance. For some bookings, including large jobs or commercial work, the Company may require full or partial payment in advance or may agree to specific invoice terms.
The Company accepts the payment methods notified to the Customer at the time of booking or on completion of the job. The Customer is responsible for ensuring that payment can be made using the chosen method.
In the case of late payment, the Company reserves the right to charge interest on overdue amounts, to suspend or cancel further Services and to recover any reasonable costs incurred in the collection of unpaid sums.
5. Deposits and Cancellations
The Company may require a deposit for certain bookings, including but not limited to large jobs, specialist treatments or appointments at peak times. Deposits are payable at the time the booking is confirmed and are generally non-refundable unless otherwise stated in writing.
The Customer may cancel or reschedule a booking by giving the Company reasonable notice. Unless agreed otherwise, the following will normally apply:
Cancellations or rescheduling made more than 48 hours before the scheduled start time will not incur a cancellation fee, although any non-refundable deposit may be retained as specified at the time of booking.
Cancellations or rescheduling made within 48 hours of the scheduled start time may incur a cancellation fee of up to the full quoted price for the Services, particularly where the Company is unable to replace the booking.
Where the Technician arrives at the Premises at the agreed time and is unable to gain access, or the Customer is not present where this is required, the visit may be treated as a cancellation and a call-out or cancellation charge may apply.
The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, illness, equipment failure, transport disruption or other operational issues. In such cases, the Company will offer the Customer an alternative appointment. The Company will not be liable for any loss arising from such cancellation, other than refunding any prepaid amounts for Services not performed.
6. Customer Responsibilities
The Customer is responsible for:
providing safe and reasonable access to the Premises at the agreed time
ensuring that water and electricity are available where reasonably required for the Services
removing small items, fragile objects, valuables and personal belongings from areas to be cleaned
informing the Technician of any existing damage, stains, wear, or defects in carpets, upholstery, flooring or fittings before work begins
informing the Technician of any alarms, security systems or restrictions that may affect the Services.
The Customer is advised to check the work on completion and raise any concerns immediately with the Technician or the Company so that they can be addressed promptly.
7. Guarantees and Limitations of Results
The Company aims to achieve a high professional standard for all Services. However, the Customer acknowledges and agrees that:
stain removal cannot be guaranteed, particularly for stains that are old, set, caused by certain substances, or previously treated with unsuitable products
some odours, discolouration or wear may be permanent and may not be fully removed or improved by cleaning
colour changes, shading or pile distortion may occur where carpets and fabrics are heavily soiled, worn, faded or were not colourfast prior to cleaning.
Any satisfaction guarantees or free re-visits publicised by the Company apply only as expressly described and are subject to the Customer notifying the Company of any issues within a reasonable period, usually 48 hours from completion. The Company reserves the right to inspect the work and, at its discretion, to offer a re-clean of the affected area or a partial refund as a full and final settlement.
8. Liability and Limitations
The Company will exercise reasonable care and skill in providing the Services and will take reasonable steps to protect the Customer’s property. Nevertheless, the Company’s liability is subject to the following limitations:
The Company shall not be liable for pre-existing damage, defects, wear, stains or conditions that could not be removed or rectified by normal cleaning methods.
The Company shall not be liable for any damage or loss resulting from the Customer’s failure to provide accurate information, including failure to disclose known defects, loose fittings, weak seams, shrinkage history or colour instability.
The Company shall not be liable for incidental or consequential losses, including loss of profit, loss of business, loss of use or any indirect or special damages.
The Company’s total liability arising out of or in connection with any single booking, whether in contract, tort or otherwise, shall not exceed the total amount paid or payable by the Customer for the Services in question, except to the extent that such limitation is not permitted by law.
Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.
9. Damage and Complaints
If the Customer believes that damage has occurred as a result of the Services, the Customer must notify the Company in writing as soon as reasonably practicable and in any event within 48 hours of becoming aware of the issue. The Customer must give the Company a reasonable opportunity to inspect the alleged damage and, where appropriate, arrange for repairs or other remedial action.
The Company will investigate complaints promptly and will aim to resolve them in a fair and reasonable manner. Failure by the Customer to allow inspection or remedial work may limit or extinguish any liability the Company might otherwise have had.
10. Health, Safety and Access
The Company and its Technicians are committed to working in a safe and responsible manner. The Technician may decline to carry out Services where they consider that health or safety would be put at unacceptable risk, including where there is evidence of hazardous materials, unsafe electrical installations, aggressive behaviour or other serious concerns.
The Customer must ensure that children and pets are kept away from work areas, equipment, chemicals and wet surfaces for the duration of the Services and for a reasonable period afterwards, as advised by the Technician.
11. Waste Disposal and Environmental Regulations
The Company will carry out its work in accordance with applicable UK waste and environmental regulations. In particular:
Chemicals and cleaning agents will be used and disposed of in accordance with manufacturer instructions and legal requirements.
Any waste generated as part of the Services, such as removed residues, used consumables or contaminated materials, will be handled in a safe and lawful manner.
Unless expressly agreed otherwise, the Customer remains responsible for the disposal of any household or commercial waste present at the Premises that is not directly created by the Services, including general rubbish, building waste, or hazardous materials.
The Customer agrees not to request or permit the Technician to dispose of waste in a manner that would breach statutory requirements or local regulations.
12. Insurance
The Company maintains appropriate insurance cover for its operations, including public liability insurance, subject to the terms, conditions and exclusions of the relevant policies. Details of cover can be made available upon reasonable request.
13. Data Protection and Privacy
The Company collects and processes personal data about Customers for the purpose of booking and providing the Services, handling payments, managing customer relationships and complying with legal obligations. The Company will take reasonable steps to keep such data secure and will not sell personal data to third parties.
The Company may use Customer contact details to provide information about its services, offers or updates, in accordance with applicable data protection laws. Customers may opt out of marketing communications at any time by contacting the Company through the usual channels.
14. Amendments to Terms
The Company may update these Terms and Conditions from time to time to reflect changes in law, best practice or the scope of its Services. The latest version will apply to all new bookings. For existing confirmed bookings, the version in force at the time of booking will normally apply, unless otherwise agreed with the Customer.
15. 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 their subject matter, except that the Company reserves the right to bring proceedings in any other jurisdiction where the Customer is resident or has assets.
16. 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 severed from the remaining provisions, which shall continue in full force and effect.
17. Entire Agreement
These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous agreements, understandings or representations, whether written or oral, relating to the same subject matter.
By making a booking with Ponders End Carpet Cleaners, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
