Acton Carpet Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Acton Carpet Cleaners provides professional cleaning services to residential and commercial customers within its service area in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation requesting or receiving cleaning services from Acton Carpet Cleaners.
Services means any carpet, upholstery, rug, hard floor, end of tenancy or related cleaning services provided by Acton Carpet Cleaners.
Premises means the property, building or area where the Services are to be carried out.
Technician means an employee, contractor or representative of Acton Carpet Cleaners who carries out the Services.
Agreement means the contract between the Customer and Acton Carpet Cleaners composed of these Terms and Conditions and the confirmed booking details.
2. Scope of Services
Acton Carpet Cleaners provides professional cleaning services within its operating area in the United Kingdom. The specific scope of work for each booking, including the areas, items and type of cleaning to be carried out, will be agreed with the Customer at the time of booking.
Any descriptions of Services on our website or promotional material are for general guidance only. The precise Services to be delivered will be those confirmed in the booking confirmation issued to the Customer.
Acton Carpet Cleaners reserves the right to decline any booking if the requested work is outside our normal scope of Services, presents a health and safety risk, or cannot reasonably be completed with our standard equipment and methods.
3. Booking Process
3.1 Bookings may be requested through our online forms or other approved communication channels describing the type of service required, the Premises location, the preferred date and any other relevant details.
3.2 All bookings are subject to availability and are not confirmed until Acton Carpet Cleaners has issued an explicit confirmation stating the date, time window, service description and price estimate or fixed quotation where applicable.
3.3 The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes access arrangements, parking restrictions, property type, size and condition, and any known issues such as heavy soiling, staining, pet damage or previous water damage.
3.4 If on arrival the Technician finds that the actual condition or size of the Premises or the work required differs materially from the information provided, Acton Carpet Cleaners may adjust the price, modify the scope of work, propose a new appointment time, or decline to carry out the Service. Any change will be communicated to the Customer before work proceeds.
3.5 For some Services, a visit or remote assessment may be required prior to confirming the booking in order to provide an accurate quotation.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Technician has safe and reasonable access to the Premises at the agreed time. This includes providing correct entry instructions, ensuring someone is present if required, and arranging access to parking where possible.
4.2 The Customer must ensure that the areas to be cleaned are reasonably tidy and free from loose personal items, valuables and breakable objects. Heavy furniture that cannot be moved safely by one Technician should be moved in advance by the Customer unless otherwise agreed.
4.3 Acton Carpet Cleaners is not responsible for moving items that are excessively heavy, fragile, or fixed, such as large wardrobes, pianos, aquariums or electrical appliances not designed to be moved.
4.4 The Customer must inform Acton Carpet Cleaners of any existing damage, wear or weaknesses to carpets, rugs, upholstery, flooring, fittings or furnishings, including loose seams, pulled threads, unstable dyes, shrinkage risks or water damage.
5. Payments and Charges
5.1 Prices are quoted in Pounds Sterling and include applicable taxes unless stated otherwise. Quotations may be given as a fixed price or as an estimate based on the information provided by the Customer.
5.2 Acton Carpet Cleaners reserves the right to adjust the quoted price where:
a. the information provided at booking was inaccurate or incomplete;
b. the condition of the items or Premises requires significantly more time, materials or specialised treatment than reasonably anticipated; or
c. additional Services are requested by the Customer and agreed with the Technician on site.
5.3 Payment terms will be communicated at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the Services on the day of the visit.
5.4 Accepted payment methods will be specified by Acton Carpet Cleaners and may include card payments, bank transfers or other commonly used methods. Cash may be accepted only where expressly agreed.
5.5 For commercial Customers or larger projects, Acton Carpet Cleaners may require a deposit or pre-payment and may issue invoices with specified payment terms. Late payment may result in interest being charged at the statutory rate as permitted under UK law and may lead to suspension of further Services.
6. Cancellations and Rescheduling
6.1 The Customer may cancel or reschedule a booking by giving notice to Acton Carpet Cleaners within the timeframes notified at the time of booking.
6.2 Unless otherwise stated, the following standard policy will apply:
a. Cancellations or rescheduling made more than 48 hours before the scheduled appointment time will not incur a charge.
b. Cancellations or rescheduling made within 24 to 48 hours of the appointment may be subject to a cancellation fee of up to 50 percent of the quoted price.
c. Cancellations, rescheduling or failure to provide access within 24 hours of the appointment, or where the Technician is unable to gain entry or commence work due to Customer fault, may be charged at up to 100 percent of the quoted price.
6.3 Acton Carpet Cleaners reserves the right to cancel or reschedule an appointment due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, Technician illness, equipment failure or safety concerns at the Premises. In such cases, we will offer the earliest possible alternative appointment, and any pre-payments for unused services will be refunded or credited.
7. Service Quality and Limitations
7.1 Acton Carpet Cleaners aims to provide a high standard of professional cleaning service using appropriate methods and products for the specific materials and conditions present.
7.2 While every reasonable effort will be made to remove stains and soiling, the Customer acknowledges that:
a. some stains and odours may be permanent and cannot be fully removed;
b. previous cleaning methods or products, wear, fading and material condition may limit the achievable result; and
c. differences in fibre type, age and previous treatment mean that uniform results cannot be guaranteed.
7.3 Any concerns about the quality of the Service must be reported to Acton Carpet Cleaners within 48 hours of completion. We will review the issue and, where appropriate and reasonably practicable, may offer a re-visit to address specific areas. This does not affect your statutory rights.
8. Customer Property and Liability
8.1 Acton Carpet Cleaners will take reasonable care when providing the Services. However, the Customer is responsible for securing valuables and breakables before the visit. Acton Carpet Cleaners is not liable for loss of, or damage to, items that were not removed or protected by the Customer.
8.2 Acton Carpet Cleaners is not liable for:
a. pre-existing damage, wear, defects or deterioration, including damage that becomes visible only after cleaning;
b. shrinkage, colour run or texture change where such risks are inherent to the fabric, fibre or material, or where Manufacturer instructions are not available or have already been disregarded;
c. indirect or consequential losses, including loss of profit, loss of use, loss of enjoyment or any associated costs such as alternative accommodation or business interruption.
8.3 The total liability of Acton Carpet Cleaners for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Service giving rise to the claim, except where liability cannot be limited under UK law.
8.4 Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other matter where it would be unlawful to exclude or limit liability.
9. Damage Reporting and Complaints
9.1 Any alleged damage to property or unsatisfactory work must be reported to Acton Carpet Cleaners as soon as reasonably possible and in any event within 48 hours of completion of the Services. The Customer should provide clear details and, where possible, supporting evidence such as photographs.
9.2 Acton Carpet Cleaners will investigate any complaint in good faith and may request access to inspect the area or item in question. The Customer must allow such access and should not attempt remedial work using other service providers before Acton Carpet Cleaners has been given an opportunity to inspect and respond.
9.3 Where damage is found to be directly caused by negligence in the provision of the Services, Acton Carpet Cleaners may, at its discretion and in full and final settlement, offer repair, replacement, a partial refund or other appropriate remedy, in accordance with UK consumer law.
10. Health, Safety and Environmental Requirements
10.1 Acton Carpet Cleaners operates in compliance with applicable UK health and safety regulations. The Customer must inform us of any known hazards at the Premises, including loose flooring, exposed wiring, infestation, or hazardous substances.
10.2 The Technician may decline to carry out or continue the Services if conditions are unsafe, unsanitary or significantly different from those described at the time of booking. In such cases, Acton Carpet Cleaners reserves the right to treat the appointment as a late cancellation.
10.3 Certain cleaning products may contain chemicals that can affect sensitive individuals, pets or specific materials. The Customer should inform Acton Carpet Cleaners in advance of any known allergies, sensitivities or restrictions, and ensure that children and pets are kept away from treated areas until they are fully dry and ventilated.
11. Waste Handling and Regulations
11.1 Acton Carpet Cleaners complies with UK regulations relating to the handling, collection and disposal of waste generated during the provision of cleaning services.
11.2 Standard vacuumed dry waste and minor debris collected during the Service will normally be left on site for disposal by the Customer via their usual household or commercial refuse system, unless otherwise agreed.
11.3 Where the Service generates liquid waste, contaminated water or other waste that cannot lawfully or safely be disposed of through normal household drains or refuse systems, Acton Carpet Cleaners will follow appropriate procedures and may arrange for lawful disposal in accordance with applicable regulations. Any additional costs associated with specialist waste handling or disposal may be charged to the Customer if these requirements were not reasonably foreseeable at the time of booking.
11.4 The Customer must not request or require the Technician to dispose of waste in any manner that would breach UK environmental or waste management laws. Acton Carpet Cleaners reserves the right to refuse any such request.
12. Insurance
12.1 Acton Carpet Cleaners maintains appropriate insurance cover for its operations, including public liability insurance, subject to the terms, conditions, limitations and exclusions of the policy.
12.2 Details of insurance cover can be made available upon reasonable request. Any claim by the Customer may be subject to the terms and procedures required by the insurer.
13. Force Majeure
13.1 Acton Carpet Cleaners is not liable for any delay or failure to perform its obligations where such delay or failure is caused by events beyond its reasonable control, including but not limited to severe weather, natural disasters, acts of government, strikes, lockouts, transport disruption, power failures or equipment breakdown not reasonably preventable.
14. Data Protection and Privacy
14.1 Acton Carpet Cleaners collects and processes personal data necessary to manage bookings, provide Services, handle payments and communicate with Customers in accordance with applicable UK data protection laws.
14.2 Personal information will be handled securely and will not be shared with third parties except where required to deliver the Services, process payments, comply with legal obligations or with the Customer's consent.
15. Variation of Terms
15.1 Acton Carpet Cleaners may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that particular Service.
15.2 Any material changes to the Terms and Conditions will be published on our official channels. Continued use of our Services after any change constitutes acceptance of the updated terms.
16. Governing Law and Jurisdiction
16.1 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 interpreted in accordance with the laws of England and Wales.
16.2 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 Acton Carpet Cleaners, without prejudice to any mandatory rights you may have as a consumer under applicable law.
17. Severability
17.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.
18. Entire Agreement
18.1 These Terms and Conditions, together with the confirmed booking details, constitute the entire agreement between the Customer and Acton Carpet Cleaners in relation to the provision of the Services and supersede any prior understandings, representations or agreements, whether oral or written.
By booking or using the Services of Acton Carpet Cleaners, you confirm that you have read, understood and agree to these Terms and Conditions.
